Site Reliability Engineer

Job Description:

• Handle service monitoring, incident response, and drive technical support efficiency

• Responsible for managing and maintaining network monitoring tools, systems, and

processes that ensure the availability, scalability, and performance of our production

environments.

• Responsible for incident handling, service monitoring, and technical support efficiency.

• Closely work with developers, DevOps, infrastructure teams, and different stakeholders

to achieve proactive incident prevention, issue resolution and incident documentations.

Key Responsibilities:

• Ensure that all tickets are updated and handled based on set KPI's and SLA's

• Manage monitoring, alerting, and logging tools to ensure system health and service

uptime.

• Ensure early detection, triage and escalation of service degradation based on defined

service level agreement

• Trigger L2 ticket handling and on-call rotations for critical incidents.

• Execute triage, diagnosis, and resolution of incidents required for L3 escalations, both

internal and 3rd party support teams

• Support major incident response, contribute to root cause analysis (RCA), and help

document postmortems.

• Track, analyze, and act on incident trends and recurring technical issues.

• Use data from ticketing systems (Jira, ServiceNow, etc.) to improve team responsiveness

and resolution quality.

• Update and maintain SOPs, runbooks, and knowledge base articles including the

documentation of known issues, fixes, and playbooks to improve mean time to resolution.

• Collaborate with development and QA teams to improve deployment readiness and

reliability

• Participate in technical competency mapping to ensure coverage and reduce unnecessary

escalations.

Skills and Competencies:

• Hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management).

• Familiarity with ITIL principles and ITSM process areas (incident, problem, request,

change, asset, and service catalog management).

• Basic knowledge of IT infrastructure components (networks, servers, applications) and

how they support IT services.

• Experience in monitoring system performance and escalating outages or performance

degradation.

• Ability to troubleshoot and document IT issues effectively for escalation and closure.

• Strong attention to detail in documentation, ticket updates, and asset records.

• Familiarity with regulatory and compliance frameworks (e.g., BSP, PDIC, ISO 27001,

COBIT) is a plus.

• Clear written and verbal communication skills for ticket handling and team collaboration.

• Proactive, detail-oriented, and able to manage multiple tasks in a structured IT operations

environment.

Qualifications and Experience:

• Bachelor's degree in Electronics Engineering, Information Technology, Computer

Science, Management Information Systems, or equivalent.

• 2–5 years of experience in Site Reliability Engineering, DevOps, or Infrastructure roles..

• Minimum of 3 years' experience in Site Reliability Engineering, DevOps, or Infrastructure roles is required.

• Hands-on experience with monitoring tools (e.g., Prometheus, Grafana, ELK, or

Datadog).

• Familiarity with incident response and troubleshooting in production systems.

• Experience with at least one cloud platform (AWS, GCP, or Azure).

• Knowledgeable in scripting (e.g., Python, Bash) and Linux systems.

• Exposure to ITIL-based processes, especially Incident and Problem Management.

• Experience working in fintech, banking, or SaaS with high availability SLAs.

• Familiarity with DevOps practices, CI/CD pipelines, and cloud-based monitoring tools.

• Experience with automation platforms

• Knowledge of BSP regulatory frameworks, policies, and guidelines.