Site Reliability Engineer

Job Title:

Experience:

Role Summary:

Service Level Agreements (SLAs)

cost-effective

Key Responsibilities:

• Ensure services are delivered in accordance with contractual

  SLAs

  .
• Lead service delivery efforts and

  manage projects, budgets

  , and service delivery staff.
• Troubleshoot and resolve client issues, escalating where necessary.
• Track and analyze

  service metrics

  and performance indicators.
• Identify and implement

  cost-saving measures

  without compromising customer experience.
• Evaluate customer experience against predefined

  satisfaction goals and metrics

  .
• Use customer feedback to drive continuous service improvement.
• Coordinate and oversee teams at various stages of the

  service delivery process

  .
• Hold all relevant departments accountable for process adherence and

  customer service excellence

  .

Role Characteristics:

• Applies

  theoretical knowledge

  to complete tasks independently.
• Possesses specific

  functional expertise

  , typically from formal education.
• May guide others using

  technical knowledge

  in a project or team setting.

Skills & Experience Requirements:

• Strong understanding of

  service delivery

  ,

  monitoring

  , and

  incident resolution

  practices.
• Experience working with cross-functional teams to resolve

  operational issues

  .
• Ability to manage and optimize

  technical workflows and customer experience

  .
• Familiarity with

  monitoring tools

  ,

  automation

  , and

  DevOps/SRE practices

  is a plus.
• Experience interpreting and improving

  SLAs, KPIs

  , and customer satisfaction metrics.

Functional Knowledge:

• Applies procedures and concepts within the SRE/DevOps discipline.
• Possesses basic understanding of related technical or business areas.

Business Expertise:

• Understands

  key business drivers

  and uses that insight to support service delivery.
• Aware of how individual contributions support

  customer and business goals

  .

Leadership:

• No direct supervisory responsibility.
• Provides

  informal guidance

  to newer team members.

Problem Solving:

• Solves

  straightforward technical issues

  using professional judgment and precedent.
• Analyzes standard solutions and applies

  best practices

  .

Impact:

• Impacts the

  quality of personal work

  and potentially that of team members.
• Works within defined

  guidelines and policies

  .

Interpersonal Skills:

• Clearly explains

  complex or technical information

  in simple terms.
• Builds effective working relationships with cross-functional teams.