Senior Reliability Operations Engineer

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Act as the primary incident lead during daytime hours in your region, orchestrating technical investigations, centralizing communication, and engaging relevant engineering and SRE teams when escalation is necessary.

• Address escalations from Tier 1 support by utilizing runbooks, metrics, logs, and system diagnostics to investigate and resolve issues or determine the need for escalation to Tier 3.

• Create and revise runbooks, workflows, and operational documentation to guarantee consistent and reliable responses to recurring problems, collaborating with product teams to broaden coverage over time.

• Develop, maintain, and enhance automation scripts and tools that simplify common remediation steps, boost response times, and reduce manual operational burdens.

• Leverage metrics, logs, and tracing tools (Grafana/Prometheus, GCP Monitoring, OpenTelemetry) to proactively pinpoint issues, validate system performance, and promote continuous improvement of detection mechanisms.

• Serve as the central communication point during active incidents, ensuring timely updates and accurate routing to the appropriate product engineering and SRE stakeholders.

• Work collaboratively with reliability and product teams to share insights, recommend enhancements, and assist in refining processes that improve the stability and operability of our systems.

• Take part in a shared weekend on-call rotation to help ensure operational coverage for production systems, responding to incidents and escalations as necessary and coordinating with engineering teams when issues arise.

• Contribute to establishing operational best practices, refining workflows, and laying the groundwork for a more comprehensive reliability operations function.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a similar field with equivalent practical experience.

• Over 5 years of professional experience in Reliability Operations, Site Reliability Engineering, DevOps, IT Operations, or a comparable technical support role.

• Proven experience in owning or participating in Tier 2 or Tier 3 technical investigations, including triage, log analysis, and structured escalation processes.

• Familiarity with supporting distributed systems, cloud-hosted services, or production operational environments.

• Practical experience in participating in incident response processes.

• Strong proficiency with Linux, including system navigation, log review, and diagnostics.

• Experience in writing, executing, and maintaining runbooks, automations, and operational workflows.

• Ability to analyze metrics, logs, and traces utilizing tools such as Grafana/Prometheus, Google Cloud Monitoring, and OpenTelemetry.

• Knowledge of modern cloud environments, preferably Google Cloud Platform (GCP), including basic debugging, permissions, and service-level triage.

• Capacity to investigate and resolve issues following documented procedures, effectively escalating when necessary.

• Understanding of CI/CD pipelines, deployed application behavior, and operational dependencies across microservices.

• Proficiency with Jira or similar platforms for ticketing and structured incident tracking.

• Excellent communication skills, particularly during high-pressure incidents where clear and concise updates are essential.

• A calm and methodical approach to troubleshooting, prioritization, and decision-making.

• Strong collaboration skills when working with product engineering, SRE, and global support teams.

• A high level of ownership, reliability, and accountability in managing operational responsibilities and incident leadership.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career advancement.

• Flexible working hours and a supportive work environment.

• Access to cutting-edge technology and tools.

• Collaborative and inclusive company culture.