Responsibilities

• Identify and address potential reliability risks before they impact customers by implementing observability tools, runbooks, and automated responses.

• Drive reliability improvements that also reduce operational costs by eliminating manual processes, optimizing resource usage, and reducing reactive work.

• Ensure the continuous and stable operation of customer-facing systems by applying reliability engineering principles and best practices.

• Oversee timely incident response, root cause analysis, and implementation of long-term fixes to prevent recurring issues and improve service resilience.

• Build and lead a high-performing reliability engineering team, providing coaching, mentorship, and career development to support individual and team growth.

• Work closely with software engineering, DevOps, product, and support teams to embed reliability into the end-to-end service lifecycle.

• Ensure effective monitoring systems, dashboards, and alerts are in place to detect, respond to, and analyse system performance and failures.

• Define and drive the implementation of a reliability roadmap aligned with business objectives, system scalability, and customer needs.

• Translate system performance into customer impact metrics (e.g., NPS, downtime minutes) and work to continuously enhance the end-user experience.

• Track and report on key reliability metrics such as uptime, latency, error rates, and incident frequency to support transparency and data-driven decisions.

• Proactively identify technical and operational risks, ensuring mitigation strategies are in place and aligned with compliance standards.

• Foster a culture of experimentation and improvement by exploring automation, new tools, and process enhancements to strengthen reliability practices