- Own high-visibility reliability and service governance initiatives
- Lead change management and incident response for large-scale environments
- Influence DevOps maturity, ITIL alignment, and operational excellence
- Work alongside senior engineering leaders across distributed teams
- Shape automation strategy that reduces toil and increases predictability
- Grow within a culture that values accountability, ownership, and continuous learning
- Serve as a concierge within the SRE practice to unblock teams and remove operational friction
- Own change management procedures and controls
- Lead CAB meetings to review scope, risk, and roadblocks
- Define and enforce operational and escalation procedures
- Govern ITIL severity ranking guidelines
- Lead and coordinate troubleshooting of high-severity incidents during on-call rotation
- Drive incident resolution across globally distributed teams
- Act as the intake conduit for SRE work and maintain visibility into project tracking
- Measure deliverables to ensure projects are on time, within budget, and aligned to expectations
- Document roadmaps, success criteria, cost constraints, and execution plans
- Produce and validate RunBooks, PlayBooks, and release plans
- Validate operational readiness through chaos engineering simulations
- Define SRE KPIs and service metrics, delivering weekly, monthly, and YTD reporting
- Track RCA outcomes and ensure corrective actions are implemented
- Motivate teams to improve scalability, reliability, availability, and usability
- Promote DevOps best practices including blue-green, canary, and rolling deployments
- Collaborate with engineering leadership to translate ideas into epics and stories
- Coordinate work across remote teams and multiple stakeholders
- Drive continuous improvement of ITIL and Agile-based processes
- Develop automation tools and scripts to reduce operational toil
- Improve Slack, ServiceNow, and incident management integrations
- Enhance CI/CD automation through CircleCI and GitHub Actions
- Explore and implement new methodologies to improve predictability and speed to market
- Lead P1 and MP2 response with sub-5-minute engagement expectations
- Provide structured communications and status updates
- Drive 24x7 coverage through follow-the-sun model
- Produce and distribute critical incident reports
- Maintain and optimize incident tooling and communication channels
- Host and govern CAB reviews
- Approve standard, minor, and emergency changes
- Monitor and manage production change queues
- Promote change process adherence and awareness
- Conduct change failure reviews and implement corrective actions
- Drive same-day RCA documentation
- Analyze JIRA, Slack, and Confluence artifacts to document root cause
- Identify repetitive incidents and eliminate systemic issues
- Ensure RCA action items are assigned, tracked, and completed
- Deliver monthly business-facing RCA reports
- Incident & Major Incident: Exigence, PagerDuty, ServiceNow
- Collaboration: Slack
- CI/CD: GitHub Actions, CircleCI
- Integration & Automation: Slack–ServiceNow workflows, JIRA integrations
- Observability & Reporting: KPI dashboards, service metrics, incident analytics
- ITIL & Agile governance frameworks
- 5+ years in Service Delivery, SRE, DevOps, or Infrastructure leadership roles
- Strong ITIL knowledge across Incident, Change, and Problem Management
- Experience running CAB and governing production change controls
- Proven leadership during high-severity incident response
- Strong documentation and reporting discipline
- Experience with Slack and ServiceNow integrations
- CI/CD automation experience using GitHub Actions or CircleCI
- Excellent communicator with cross-functional influence
- Ownership mindset and ability to operate in 24x7 environments
- Passion for reliability, governance, and operational excellence
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Senior Service Delivery Engineer - Latin America - Elios Talent
2 hari yang lalu
Deskripsi
Senior Service Delivery Engineer
About Us
We are a global digital engineering and cloud services partner helping enterprise organizations modernize platforms, strengthen reliability, and accelerate delivery. Our teams operate in a DevOps-first model, combining automation, observability, governance, and engineering discipline to support mission-critical systems at scale.
As part of our broader innovation footprint, we support organizations in the education and learning ecosystem, building resilient platforms that serve millions of users worldwide.
Why Join Us
If you thrive in high-impact environments where reliability, structure, and automation matter, this role gives you both influence and ownership.
What You'll Do
Coordinate and Enable
Document and Organize
Advocate and Influence
Design and Automate
Core Process Ownership
Incident Management
Change Management
Problem Management and RCA
Tools and Ecosystem
What You Bring
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