Technical Operations & Site Reliability Engineer, Customer Systems

Manage large-scale production outages, leading incident response and improving efficiency. Design, build, and maintain automation solutions to streamline the monitoring, sustenance, and management of large-scale distributed systems. Develop tools and software (using Java/JEE, REST, Swift/Objective C, Python, Go, or Bash) to automate repetitive operational tasks, reduce manual intervention, and improve system reliability. Utilize AI & LLM models to achieve Operational Excellence in application support. Plan and execute actionable system health monitoring, incident response, and communication across critical global applications. Drive operational metrics and KPI identification and alignment. Partner with multi-functional teams to improve reliability, efficiency, stability, and processes. Be a self-directed problem-solver exhibiting deftness to handle multiple simultaneous competing priorities and deliver solutions in a timely manner. Create and maintain accurate, up-to-date documentation reflecting architecture, infra configuration, and procedures. Write status and incident reports. Write training material and train users in complex topics. Partner with a team of highly skilled engineers across the globe and guide their work towards operational excellence, gaining efficiency. Build a culture where the regional members are responsible for cultivating strong in-region relationships and getting results for our business partners ensuring they remain informed about significant incidents and problems. Experience in interpreting operational data from systems like Hubble, ExtraHop, Splunk or other monitoring tools along with hands-on experience of production monitoring systems, log analysis, troubleshooting, and support dashboards. B.S in Computer Science, Computer Engineering or similar or equivalent related work experience. Understanding of standard networking protocols and components such as: HTTP, DNS, TCP/IP, ICMP, the OSI Model, Subnetting and Load Balancing. Experience in using AI and Large Language Models (LLMs) to enhance operational efficiency through tasks such as model training, optimization (including areas like Model Context Protocol or similar methods), and designing effective model utilities. Experience in scripting languages and automation tools such as Java, JEE, REST, Swift/Objective C, database schema design and data access technologies. Experience in strategizing and achieving operational excellence in global distributed systems. Fundamental understanding of distributed systems including: Micro services, Messaging Brokers, and Versioning. Experience in driving operations teams for large-scale mission-critical applications working in a 24x7 environment across multiple locations. Understanding of the Linux Operating System, including Kernel, Memory, Process, Threads, Static / Shared Libraries, IPC, and Signals. Excellent organizational and documentation skills. Excellent interpersonal skills. Proactive, with a strong sense of personal ownership.

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