System and Customer Reliability Engineer

Role Summary

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.

Key responsibilities

Incident management & troubleshooting

• Take escalations from L1 within SLA and perform deep-dive troubleshooting across systems, applications and
• 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

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
• 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.