System and Customer Reliability Engineer

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.

• Job Features

• Job CategoryTechnology

• Minimum QualificationBachelors Degree

• Years Experience5

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