Service Delivery Lead

ESPIRE INFOLABS (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

ESPIRE INFOLABS (SINGAPORE) PTE. LTD. is seeking an SRE & Service Delivery Lead to oversee reliability, availability, and performance of our systems and applications. This role leads the production support team to ensure smooth operation of the production environment.

The ideal candidate will drive incident response, enforce SLAs/SLOs, and mentor a team of SREs. You will collaborate with cross-functional groups to improve operational efficiency and prevent outages.

Qualifications

• Minimum 5 years as SRE/Service Delivery Lead.
• Experience with cloud environments (AWS, Oracle Cloud, Azure).
• Experience with observability tools and practices.
• Strong incident management and SRE improvement background.
• FI/insurance domain experience preferred.

Responsibilities

• Lead and mentor a team of SREs and production support engineers.
• Oversee incident response, root cause analysis, and timely resolution.
• Maintain system health, SLAs/SLOs, and disaster recovery planning.
• Collaborate with development, operations, QA, and stakeholders.
• Develop and maintain runbooks, SOPs, and knowledge bases.
• Provide regular status updates during incidents and outages.

Skills

SRE leadership

Incident management

Team leadership

Stakeholder communication

Cloud environments

Tools

Observability tools

Job description

The SRE & Service Delivery Lead responsible for overseeing the reliability, availability, and performance of our systems and applications, as well as leading the production support team to ensure the smooth operation of our production environment

• System Reliability and Stability: The primary purpose is to guarantee that the systems and applications operated by the organization are highly reliable and stable. Enforcing service level objectives (SLOs) and service level agreements (SLAs), monitoring system health and performance
• Incident Management and Resolution: Work with Incident Management team by leading Engineering support team for incident response efforts during service interruptions or performance degradations. Include provide timely update to Engineering management
• Team Leadership and Development: This role involves leading and managing a team of SREs and production support engineers. The purpose here is to mentor, coach, and develop team members to foster a culture of continuous learning and improvement
• Collaboration and Engagement: Collaboration with stakeholders is essential for prioritizing and addressing production issues effectively. The SRE and Production Support Lead should engage stakeholders in incident response efforts, problem-solving activities, and decision-making processes to ensure alignment and buy-in
• Support Optimization: Streamlining processes, leveraging automation, fostering collaboration, and continuously improving operational efficiency

Nature of Work

• Leading and managing a team of SREs and production support engineers is a key aspect of the role. The primary focus is to ensure the reliability and stability of the organization's systems and applications
• The SRE and Production Support Lead is responsible for leading incident response efforts during service interruptions or performance degradations. This includes coordinating the response of the support team, diagnosing the root cause of
• incidents, and implementing solutions to restore service as quickly as possible
• Performance and availability management including system health checks, performance monitoring and disaster recovery planning
• Identify and implementing Service improvements including production of improvement plans and applying software upgrades
• Collaborate with cross-functional teams including development, operations, and quality assurance to prioritize and address production issues
• Develop and maintain documentation, runbooks, and standard operating procedures (SOPs) to facilitate knowledge sharing and ensure consistency in support processes
• During service interruptions or performance degradations, provide regular updates to stakeholders regarding the incident status, progress in troubleshooting, and estimated time to resolution. Problem Solving
• Responsible for guiding the team on diagnosing and resolving complex technical issues that impact the reliability and availability of systems and application
• Responsible to lead the team to identify the root cause of the problem & implement the fastest resolution
• Responsible to provide timely update to stakeholders
• Responsible to ensure documentation of problem-solving process, including the steps taken, findings, and resolutions. Share this information with relevant stakeholders, support teams, and knowledge repositories to facilitate learning and prevent similar issues in the future. Change
• Proactive improvements to operational processes within SRE area
• Reflect on lessons learned, successes, and areas post incident for enhancement. Refine incident response procedures, update documentation, and strengthen the team's problem-solving capabilities

Resource Complexity

• Ensure compliance with all applicable laws and regulations relating to the above functional activities
• Dynamic environments characterized by frequent changes, updates, and deployments introduce complexity due to the need to maintain stability and reliability amid continuous change
• Operate in hybrid environments, leveraging a mix of on-premises infrastructure, AWS, Oracle Cloud Infrastructure, Azure, and third-party SaaS solutions
• Managing complex systems due to interdependencies between components, where changes or failures in one area can have cascading effects on other parts of the system
• Systems composed of diverse technologies, platforms, and services introduce complexity due to the need to understand and integrate disparate components

Experience

• Minimum 5 years of working experience as SRE / Service Delivery Lead
• Working experience with any programming language such as Java, Cobol, Front End technology
• Minimum 5 years of operating on cloud environments
• Working experience with Observability tools and practices
• Solid experience in Incident management and SRE Improvement for applications with various target audience (back office & channels)
• Good track record in Support Optimization
• Preferable candidate with FI background, especially Insurance

Capability

• Strong strategic thinking in respond to incidents and support optimization
• Strong interpersonal and facilitation skills along with effective communication (both written and verbal) skills
• Strong leadership and mentorship skills
• Proactive to propose innovative solutions or alternative approaches to difficult issues
• Ability to pick up new technology / domain knowledge quickly