Site Reliability Engineer

Work Location: Ortigas, Pasig City

Shift Schedule: Day Shift

Work Setup: Hybrid (3-4x a week onsite)

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.
• 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.