Role Summary

We are seeking a Senior Reliability Operations Engineer to own day-to-day production operations, service continuity, operational readiness, and restoration excellence for critical production services. This role is responsible for monitoring effectiveness, incident coordination, production change execution, operational governance, runbook maturity, automation adoption, and continuous operational improvement across AWS, hybrid data centers, and customer-hosted environments.

As part of the Global Command Center (GCC), this role partners with SRE, engineering, platform, security, product, support, and business teams to ensure services are observable, supportable, resilient, and operationally mature. The role focuses on operational execution and service reliability outcomes while partnering with engineering on systemic reliability improvements.

Key Responsibilities

Service Reliability & Production Operations

·    Own operational execution for day-to-day service health, including monitoring, triage, escalation, restoration coordination, operational risk tracking, and service continuity across cloud and hybrid environments.

·    Lead operational readiness reviews for new services, releases, infrastructure changes, and production onboarding; ensure support models, runbooks, dashboards, alerts, escalation paths, rollback procedures, access, and validation checks are ready before handoff.

·    Operate and tune monitoring, alerting, dashboards, and operational observability practices aligned with the Four Golden Signals; partner with SRE and engineering on telemetry and instrumentation standards.

·    Track SLO attainment, SLA risk, error budget burn, operational KPIs, recurring incidents, and reliability trends; escalate service risk and recommend operational guardrails when thresholds are breached.

·    Monitor service performance, infrastructure utilization, capacity, saturation, and customer-impacting degradation to proactively identify and escalate operational risk.

Operational Excellence & Automation

·    Maintain an operational toil backlog and reduce repetitive manual work through automation, scripting, AI-assisted operations, self-healing workflows, AIOps capabilities and process simplification.

·    Plan, execute, coordinate, and validate production changes including patching, certificate renewals, software releases, infrastructure updates, and maintenance using standardized change governance, risk assessment, rollback readiness, stakeholder communication, and post-change verification.

·    Investigate and troubleshoot complex production issues across applications, infrastructure, middleware, databases, and platform services; restore service while partnering with SRE/engineering on permanent remediation.

·    Develop and improve runbooks, SOPs, escalation frameworks, recovery procedures, production validation checks and knowledge documentation to ensure consistent support execution.

·    Identify recurring operational failure patterns and partner with SRE, engineering, platform, and application teams to drive preventive controls and permanent corrective actions.

Incident Management, Reporting & GCC Collaboration

·    Act as the operational incident lead during major incidents, managing bridges, stakeholder communications, escalation paths, restoration coordination, event timelines, and post-incident follow-up.

·    Facilitate blameless post-incident reviews and own corrective-action tracking for remediation items, runbook updates, automation opportunities, preventive controls, and operational improvements.

·    Own incident, problem, and service reliability trend reporting, operational dashboards, SLA/SLO tracking, error budget burn visibility and leadership reviews.

·    Support the GCC operational model by driving globally standardized operational practices, governance, runbook maturity, escalation frameworks, and service management processes.

·    Collaborate with globally distributed SRE, engineering, cloud operations, security, support, product, and business teams to align operational priorities with reliability risks and service-continuity needs.

·    Mentor junior engineers and promote knowledge sharing while maintaining a customer-first mindset focused on service reliability, responsiveness, operational quality, and business continuity.