Senior service delivery engineer

Senior Service Delivery Engineer☀️ Key HighlightsOwn service delivery operations across incident response, change control, and reliability for high-availability platforms⚡ Lead major incident management , driving rapid triage, clear communication, and cross-team coordinationImprove operational maturity through KPIs, reporting, RCA processes, playbooks, and structured workflowsChampion Dev Ops culture , automation, tooling integrations, and process efficiency across engineeringDrive continuous improvement across ITIL, Agile, and SRE practices to enhance performance, stability, and scalabilityWe’re seeking a Senior Service Delivery Engineer to drive operational excellence across reliability, incident response, change management, automation, and cross-team coordination. This role sits at the center of availability, performance, and process governance—partnering with engineering teams to keep mission-critical platforms stable, secure, and predictable.What You’ll DoService Delivery & CoordinationAct as the central point of contact for the SRE practice, unblocking teams and supporting smooth deliveryOwn change management processes, lead CAB meetings, and approve production changesDefine escalation paths, operational workflows, and ITIL severity guidelinesLead, communicate, and coordinate all high-severity incidents during on-call rotationsOperational ExcellenceTrack, document, and organize work intake, project progress, timelines, and risksCreate Run Books, Playbooks, release plans, and validate processes through simulationsDefine KPIs, service metrics, and produce weekly/monthly reportingEnsure effective RCA execution, track action items, and prevent repeat incidentsIncident, Change & Problem ManagementRespond to major incidents with Collaborate with cross-functional teams through a follow-the-sun support modelHost CAB, review/approve emergency and scheduled changes, and maintain 24/7 readinessLead the RCA process, analyze patterns, close problem tickets, and share monthly reportsAutomation & Process ImprovementBuild automation scripts and integrations to reduce toil and improve reliabilityResearch new operational methodologies and apply them to improve agility and alignmentEnhance configuration and usage of tools like Service Now, Pager Duty, Slack, Exigence, and JIRADrive initiatives such as Slack–Service Now integrations, workflow optimization, and monitoring enhancementsTooling, Reporting & Roster ManagementMaintain incident and major-incident tools, ensuring accuracy and proper configurationProvide daily/weekly/monthly service reports to leadership and stakeholdersKeep on-call rosters accurate and up-to-date across multiple teamsWhat You BringDeep experience in service delivery, incident response, change management, or SRE operationsStrong understanding of ITIL, Agile, Dev Ops, and high-availability environmentsProven ability to lead high-severity bridges and coordinate multi-team resolutionsHands-on experience with Service Now, Slack, Pager Duty, JIRA, and automated workflowsExcellent communication, documentation, and cross-team collaboration skillsAbout UsWe are a global engineering organization focused on building scalable, reliable, and high-performing digital systems for enterprise clients. Our teams operate in complex environments where performance, uptime, and customer experience matter. We combine technical rigor with structured operational practices to support systems used by millions every day.Why Join UsYou’ll work at the heart of mission-critical operations, shaping reliability, incident strategy, and delivery processes. You’ll collaborate with strong engineers, influence tooling and automation, and play a key role in improving service health across the organization. This role offers ownership, visibility, and the ability to drive meaningful, measurable impact.