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 Acquire Intelligence exists to help businesses unlock smarter ways of working. We believe that by combining the best of people, process, and automation, companies can grow faster and operate with greater confidence. Our purpose is to remove complexity, improve performance, and drive intelligent transformation for organizations around the world. As an Acquire Intelligence employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining stakeholder relationships. You’re also responsible for complying with and enforcing procedures aligned with our information security policies. As a values-led organization, we expect all our team members to exemplify our four values: Curious and Clever , Entrepreneurial Energy , Fast with Intent , and Laugh and Learn . A SNAPSHOT OF YOUR ROLE 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 fatigue A BIT ABOUT YOU Experience · Minimum 3+ years of hands-on experience running AWS production systems at scale · Proven expertise with AWS EKS (Elastic Kubernetes Service) or similar and MSK (Managed Streaming for Kafka) in production environments as well as database performance diagnostics (MySQL, Postgres, MongoDB) in multi‑TB scale databases · Strong background in Infrastructure as Code, preferably with Pulumi using TypeScript or equivalent Terraform experience · Demonstrated experience participating in incident management (ideally as an incident commander with a track record of leading post‑mortem processes) · Experience with high‑volume data processing systems, ideally IoT telemetry or streaming pipelines processing ≥50k messages per second · Background in implementing and maintaining observability solutions using Prometheus, Grafana, PagerDuty, or similar tools Experience with CI/CD pipeline management and deployment automation using GitLab, or similar platforms · Exposure to Hypervisors (VMWare, Hyper V), Microsoft Server stack, SAN/NAS, L2/3 Networking Layers, Firewalls (Palo Alto), Switching (Aruba, Juniper) considered advantageous. Technical Skills & Qualifications · Bachelor's degree in computer science, engineering, or related technical field, or equivalent practical experience · Expert‑level proficiency in TypeScript for production systems, including Node.js services, AWS Lambda functions, and operational tooling · Deep understanding of AWS services ecosystem, with particular expertise in container orchestration, messaging systems, and content delivery · Strong networking fundamentals including TCP/IP, DNS, TLS, HTTP protocols, and container networking (CNI) · Proficiency with monitoring and observability tools including Prometheus, Grafana, and incident management platforms · Experience with Infrastructure as Code tools, particularly Pulumi with TypeScript for comprehensive AWS resource management · Understanding of security best practices including least‑privilege access, IAM policy management, and compliance frameworks WHAT WE VALUE Curious and Clever – Smart questions spark smart solutions Entrepreneurial Energy – Think like an owner. Solve like a founder Fast with Intent – We move fast and deliver real results Laugh and Learn – We don’t take ourselves too seriously, just our results What Are You Waiting For? Apply now and help turn data into action with Acquire Intelligence Join the A-Team and experience the A-Life #J-18808-Ljbffr