The System & Customer Reliability Engineer owns complex incidents from L1 and customer escalation through to resolution, RCA and permanent fix. The role combines deep troubleshooting and customer support with reliability engineering: leading P1/P2 response, change management, end-to-end system and solution delivery, and automation that reduces operational toil.
It bridges customer-facing support and Engineering (SE), keeping services within SLA and building the knowledge, tools and runbooks that make routine support and peer teams more effective.
Take escalations from L1 within SLA and perform deep-dive troubleshooting across systems, applications and networks.
Own assigned tickets end-to-end, with clear updates and documented resolution.
Lead response to P1/critical & P2/major incidents: analyze logs and metrics, deploy
hotfixes or workarounds, validate restoration, and loop in engineering for code-level issues.
Communicate incident progress to stakeholders, including both internal and customer leadership.
Root Cause Analysis & Problem Management:
Prepare RCAs for P1/P2 incidents and log corrective actions.
Identify recurring issues and work with Engineering on permanent fixes.
Change Management:
Assess risks, create rollout and rollback plans, and execute changes in scheduled windows with post-change validation.
Implement operational upgrades, patches and maintenance, and update runbooks after each change.
System & Solution delivery:
Lead delivery for customer projects end-to-end: installation, configuration, integration and validation.
Plan and run functional, integration and load testing, plus performance benchmarking,before go-live.
Support customer teams during deployments, upgrades and acceptance testing.
Hand over to support with documentation, and monitor post-deployment health to fix early issues.
Automation, tooling & knowledge:
Build automation, internal tools and dashboards that remove repetitive toil for L1/L2 teams.
Maintain the knowledge base, runbooks and troubleshooting guides; train L1/L2 on learnings.
Monitor service health dashboards (SLIs, SLOs) and review weekly incident trends.
Customer support & governance:
Respond to customer queries and escalations within SLA.
Deliver operational and incident data to Governance on time and take part in daily scrums and change reviews.
Skills & Qualifications
First Degree in Computer Science, IT or Engineering
Solid experience in technical support, SRE, DevOps or system administration.
Deep troubleshooting across systems, applications and networking; good grasp of TCP/IP and network concepts.
Hands-on with Kubernetes (K8s) and Docker; on-prem and cloud infrastructure.
Databases: MariaDB and PostgreSQL (administration, queries, performance troubleshooting).
System and solution delivery: installation, integration, testing, load testing and benchmarking.
Incident and change management frameworks (ITIL preferred).
Scripting and automation (Python, Bash, Go).
Monitoring and ticketing tools (Prometheus, Grafana, Nagios; Jira, ELK).
CI/CD pipelines, GitHub and GitOps practices.
Data analysis, ETL pipelines and basic statistical data modelling.
Strong documentation habits and clear communication with customers, technical and non-technical teams.
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Closes Thursday 5 November · 13 days left
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System and Customer Reliability Engineer - Alfred & Victoria Associates
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