Service Manager & Site Reliability Consultant

GFT Technologies Poland; Wrocław; On-site; PLN 130,000 - 210,000; Full time

Job summary

GFT Technologies Poland is seeking an experienced Senior Incident Operations professional in Wrocław to manage real-time incident response, impact assessments, and external communications for global production systems. You will operate at the interface of Site Reliability Engineering, Incident Response, and Partner Operations.

You will monitor production incidents, coordinate cross-team activities, assess severity, and drive RCA and SLA tracking.

Qualifications

• 5+ years of experience in Incident Operations or similar roles.
• Experience in on-call environments with SLA-driven responsibilities.
• Strong understanding of distributed systems and production environments.
• Hands-on coding experience in Python or Kotlin.
• Familiarity with SDLC and reliability practices.

Responsibilities

• Monitor and respond to production incidents
• Coordinate incident response activities across teams
• Assess impact and determine incident severity
• Manage external communications and status page updates
• Support incident reporting, RCA activities, and SLA tracking
• Collaborate with Engineering teams to improve reliability and observability
• Drive process improvements and automation initiatives
• Contribute to internal reliability tooling using Python or Kotlin

Skills

Python or Kotlin

Incident Management

SRE / Site Reliability

On-call SLA management

Cross-functional collaboration

Tools

Datadog

PagerDuty

Chronosphere

Slack workflows

Rootly

Job description

You will manage real-time incident response, impact assessment, external communications, and coordination across production systems. Working at the intersection of Site Reliability Engineering, Incident Response, and Partner Operations, you will ensure timely, accurate, and SLA-compliant communication while supporting the scalability and reliability of global operations.

• Monitor and respond to production incidents
• Coordinate incident response activities across teams
• Assess impact and determine incident severity
• Manage external communications and status page updates
• Support incident reporting, RCA activities, and SLA tracking
• Collaborate with Engineering teams to improve reliability and observability
• Drive process improvements and automation initiatives
• Contribute to internal reliability tooling using Python or Kotlin
• 5+ years of experience in Incident Operations, Site Reliability Engineering, Technical Operations, or a similar role
• Experience working in on-call environments with SLA-driven responsibilities
• Strong understanding of distributed systems and production environments
• Experience with monitoring, alerting, and incident management tools
• Familiarity with APIs, system integrations, and observability platforms
• Hands-on experience with Python or Kotlin
• Understanding of SDLC and production reliability principles
• Strong communication, stakeholder management, and decision-making skills
• Ability to work effectively in high-pressure environments and manage multiple priorities
• Strong ownership mindset and cross-functional collaboration skills

Nice to have

• Experience with Datadog or Chronosphere
• Experience with PagerDuty, Rootly, or Slack workflows
• Experience managing external status pages
• Experience with incident management automation and process improvements
• Experience contributing to reliability tooling and platform engineering