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 DevOps 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 & Coordination- Act as the central point of contact for the SRE practice, unblocking teams and supporting smooth delivery- Own change management processes, lead CAB meetings, and approve production changes- Define escalation paths, operational workflows, and ITIL severity guidelines- Lead, communicate, and coordinate all high-severity incidents during on-call rotationsOperational Excellence- Track, document, and organize work intake, project progress, timelines, and risks- Create RunBooks, Playbooks, release plans, and validate processes through simulations- Define KPIs, service metrics, and produce weekly/monthly reporting- Ensure effective RCA execution, track action items, and prevent repeat incidentsIncident, Change & Problem Management- Respond to major incidents with- Collaborate with cross-functional teams through a follow-the-sun support model- Host CAB, review/approve emergency and scheduled changes, and maintain 24/7 readiness- Lead the RCA process, analyze patterns, close problem tickets, and share monthly reportsAutomation & Process Improvement- Build automation scripts and integrations to reduce toil and improve reliability- Research new operational methodologies and apply them to improve agility and alignment- Enhance configuration and usage of tools like ServiceNow, PagerDuty, Slack, Exigence, and JIRA- Drive initiatives such as Slack–ServiceNow integrations, workflow optimization, and monitoring enhancementsTooling, Reporting & Roster Management- Maintain incident and major-incident tools, ensuring accuracy and proper configuration- Provide daily/weekly/monthly service reports to leadership and stakeholders- Keep on-call rosters accurate and up-to-date across multiple teamsWhat You Bring- Deep experience in service delivery, incident response, change management, or SRE operations- Strong understanding of ITIL, Agile, DevOps, and high-availability environments- Proven ability to lead high-severity bridges and coordinate multi-team resolutions- Hands-on experience with ServiceNow, Slack, PagerDuty, JIRA, and automated workflows- Excellent 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.