Site Reliability Coordinator

Job Context

As part of an operational restructuring, a Site Reliability Coordination (SRC) team has been established within LEV1 support to enhance reliability, responsiveness, and incident coordination in a multi-provider environment.

The Senior SysOps Engineer plays a key role in the technical analysis of incidents, event correlation, and performance optimization by leveraging Site Reliability Engineering (SRE) and ITIL practices. Acting as a technical facilitator, they work between support teams (LEV1, LEV2, LEV3), providers, and technical governance.

Key Responsibilities

Technical Incident Supervision and Correlation

• Perform in-depth analysis of logs, metrics, and alerts across different components (middleware, infrastructure, applications).
• Ensure proactive monitoring of service performance and availability.
• Facilitate root cause identification in collaboration with LEV2/LEV3 teams from providers.
• Correlate incidents across different system layers (e.g., an application issue impacting infrastructure).
• Escalate incidents to the appropriate teams when necessary.

Multi-Provider Technical Coordination

• Participate in investigation meetings with technical experts from providers.
• Ensure that all stakeholders comply with SLAs and contractual commitments.
• Coordinate technical escalations and track actions clearly.
• Centralize and document technical exchanges in a structured manner (runbooks, incident reports).

Continuous Improvement and Performance Optimization

• Contribute to technical postmortems, analyzing root causes and suggesting improvements.
• Recommend enhancements to monitoring and observability tools used by providers.
• Track key performance indicators (SLI, SLO, SLA, MTTD, MTTR) to anticipate risks.
• Stay up to date with SRE/DevOps tools and practices to enhance diagnostic capabilities.

Documentation and Knowledge Sharing

• Maintain and enhance incident and escalation runbooks.
• Write technical guides for LEV1 teams to improve initial diagnostics.
• Support LEV1 team skill development through technical training sessions.
• Assist in the training and development of junior SysOps engineers within the team.

Participation in ITSM Committees and Governance

• Attend operational review committees (CAB, Incident Review, Performance Review) as a technical expert.
• Provide recommendations on critical incident management and change management.
• Suggest ITIL and SRE process adjustments to improve coordination efficiency.

Required Skills

Technical Skills

• Systems: Strong expertise in Linux environments.
• Virtualization & Containers: Experience with IaaS technologies, Kubernetes, Docker, OpenShift.
• Middleware & Messaging: Knowledge of solutions such as Kafka, JBoss, SpringBoot, HAProxy, etc.
• Observability & Monitoring: Proficiency in Prometheus, Grafana, Loki.
• Databases: Experience in troubleshooting Oracle and PostgreSQL.
• Automation & Scripting: Strong knowledge of Bash, Python, Ansible, Terraform for operations analysis and optimization.
• SRE Methodology: Solid understanding of SLI, SLO, postmortems, advanced monitoring.
• ITIL v4: Good understanding of Incident, Problem, and Change Management processes.

Organizational & Interpersonal Skills

• Analytical and synthesis skills to correlate technical incidents and anticipate risks.
• Collaborative mindset to facilitate communication between technical teams and providers.
• Strong verbal and written communication skills, particularly for documenting and explaining incidents.
• Autonomy and proactivity in incident management and continuous improvement.
• Stress resistance, ability to handle critical incidents and prioritize effectively.

Experience & Qualifications

• ITIL v3/v4 certification is a plus.
• Certifications such as Kubernetes (CKA, CKAD), AWS/GCP/Azure, or Red Hat are a plus.
• 5 to 10 years of experience in a similar role (SysOps, SRE, Operations Engineer, Incident Manager, Observability Engineer).
• Experience in critical environments (high availability, high volume, SLA constraints).

Languages

• Professional English (for interactions with some providers).
• Bilingual work environment: French/Dutch.

Conditions & Work Modalities

• Full-time position, with the possibility of on-call duties (24/7 support).
• Remote work policy to be defined based on team needs, with potential on-site presence for team coordination.