Service Reliability Lead – SRE & Platform Ops

Mail Metrics; Leicester Forest East; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Mail Metrics is seeking a Service Reliability Lead to own the day-to-day technical operations, reliability and supportability of the platform. You will lead the engineering capability, drive incident response and RCA, and push continuous improvement to reduce operational risk.

The role covers hybrid working with travel to offices and customer sites, leading Product Support Engineers, Product Engineers and QA support, and coordinating with Service Operations on significant incidents.

Qualifications

• Proven experience leading technical operations, production engineering or SRE teams.
• Strong incident response and root cause analysis capabilities.
• Advanced troubleshooting across distributed apps and production systems.
• Proficiency with logging, monitoring, tracing and observability tools to improve services.
• Solid SQL and database investigation skills.
• Experience with messaging patterns and asynchronous processing.
• Cloud infrastructure knowledge, especially AWS, and containerization (Kubernetes).
• Ability to prioritise workload between urgent issues and planned improvements.
• Excellent communication across technical and non-technical audiences.
• Experience with Agile delivery and Jira in regulated environments.

Responsibilities

• Lead and develop the service reliability and operations team.
• Own day-to-day technical operation and prioritise workloads across demand and improvements.
• Act as senior escalation point for the Mail Metrics platform.
• Drive RCAs and ensure corrective actions are implemented and measured.
• Coordinate incident response with Service Operations and stakeholders.
• Improve observability, monitoring and alert quality to detect issues early.
• Analyse incidents and trends to identify recurring problems and improvements.
• Establish runbooks, handover standards and documentation practices.
• Engage with customers and account teams on technical operational matters.
• Contribute to change and release governance for operational fixes.

Skills

Team leadership

Incident management

Observability

SQL debugging

AWS

Kubernetes

PHP

Python

Go

Problem solving

Tools

Datadog

Grafana

Jira

ITSM (ServiceDesk Plus)

CI/CD pipelines

Docker

Kubernetes

Automation tooling

Job description

Mail Metrics is seeking a Service Reliability Lead to own the day-to-day technical operations, reliability and supportability of the platform. You will lead the engineering capability, drive incident response and RCA, and push continuous improvement to reduce operational risk.

The role covers hybrid working with travel to offices and customer sites, leading Product Support Engineers, Product Engineers and QA support, and coordinating with Service Operations on significant incidents.