Site Reliability Engineer

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Role objective The Site Reliability Engineer serves as the guardian of our production systems, ensuring the reliability, scalability, and performance of our IoT telemetry platform. You will define and enforce Service Level Objectives (SLOs), automate operational processes, and build the infrastructure and tooling that enables our engineering teams to deploy with confidence. By implementing comprehensive monitoring, incident response procedures, and reliability practices, you will play a pivotal role in maintaining the uptime and data freshness that our customers depend on for their critical fleet operations. The Role Will Focus On The Following Key Areas SLO Management Infrastructure Automation Incident Response Security & compliance Key Responsibilities Responsibilities of the Site Reliability Engineer will include but are not limited to: Service Level Management & Reliability Define, monitor, and enforce Service Level Objectives (SLOs) and error budgets across all production systems Track error budget burn rates and make data-driven decisions to halt risky deployments when thresholds are exceeded Implement comprehensive monitoring and alerting strategies using Prometheus, Grafana, and PagerDuty Establish and maintain reliability standards that support business-critical uptime Requirements Infrastructure Automation & Management Design and implement Infrastructure as Code (IaC) solutions using Pulumi with TypeScript Manage and optimize AWS services including EKS (Elastic Kubernetes Service), MSK (Managed Streaming for Kafka), SingleStore, MongoDB S3 Automate operational processes to eliminate toil, targeting any task that consumes more than 2 engineer-days per quarter Incident Response & Post-Mortem Leadership Serve as incident commander during production outages and service degradations Lead comprehensive post-mortem processes within 48 hours of incidents Drive "never-again" corrective actions to completion, ensuring systemic improvements Maintain and improve incident response procedures and runbooks Security & Compliance Implement and enforce least-privilege IAM policies across all AWS resources Manage security patch pipelines and vulnerability remediation processes Support compliance initiatives including SOC2 and ISO 27001 certification requirements Ensure security best practices are embedded in all infrastructure and operational procedures On-Call & Operational Excellence Participate in follow-the-sun on-call rotation with one week primary/secondary commitment every five weeks Provide 24×7 support coverage across AU/NZ, EU/ZA, and MX time zones Maintain operational runbooks and knowledge transfer documentation Continuously improve on-call experience and reduce alert fatigu Join the A-Team and experience the A-Life!