Reliability Operations Specialist

Rwindia; United States; A distancia; USD 120.000 - 170.000; Jornada completa

Descripción de la vacante

Rwindia is seeking a Product Operations professional to drive reliability across incident management, service availability, observability, and continuous improvement.

You will coordinate incident responses, post-mortems, and reliability reporting to improve platform stability. The role requires collaborating with cross-functional teams, owning SLIs/SLOs, and leading change across complex environments in a fast-paced SaaS context.

Formación

• 3+ years of experience in Product Operations, Platform Operations, Technical Customer Support, Incident Coordination, or IT Service Management.
• Experience coordinating major incidents and conducting root cause analysis and post-mortem reviews.
• Knowledge of monitoring, alerting, observability, and operational reporting tools.
• Strong analytical, organisational, communication, and stakeholder‑management skills.
• Ability to collaborate across teams and influence outcomes without direct authority.

Responsabilidades

• Coordinate major incident response, escalations, stakeholder communications, and status reporting.
• Serve as Incident Commander when assigned and improve incident management processes.
• Facilitate post-mortem reviews, identify recurring issues, and track corrective actions through closure.
• Define and maintain Service Level Indicators (SLIs) and Service Level Objectives (SLOs) with engineering teams.
• Support monitoring, alerting, dashboards, telemetry standards, and reliability improvements.
• Govern change management policies, risk assessments, approvals, and change failure rates.
• Manage service transition, operational readiness, asset governance, CMDB accuracy, and configuration items.
• Prepare reliability reports covering incident performance, service health, trends, and improvement initiatives.

Conocimientos

Incident coordination

Observability

Stakeholder management

Analytical

Cross-functional collaboration

Descripción del empleo

Job Summary

Drive operational excellence across incident management, service reliability, observability, and continuous improvement. Coordinate incident response, post-incident reviews, corrective actions, and reliability reporting to improve platform stability and reduce operational risks.

Key Responsibilities

• Coordinate major incident response, escalations, stakeholder communications, and status reporting.
• Serve as Incident Commander when assigned and improve incident management processes.
• Facilitate post-mortem reviews, identify recurring issues, and track corrective actions through closure.
• Define and maintain Service Level Indicators (SLIs) and Service Level Objectives (SLOs) with engineering teams.
• Support monitoring, alerting, dashboards, telemetry standards, and reliability improvements.
• Govern change management policies, risk assessments, approvals, and change failure rates.
• Manage service transition, operational readiness, asset governance, CMDB accuracy, and configuration items.
• Prepare reliability reports covering incident performance, service health, trends, and improvement initiatives.

Required Skills & Experience

• 3+ years of experience in Product Operations, Platform Operations, Technical Customer Support, Incident Coordination, or IT Service Management.
• Experience coordinating major incidents and conducting root cause analysis and post-mortem reviews.
• Knowledge of monitoring, alerting, observability, and operational reporting tools.
• Strong analytical, organisational, communication, and stakeholder‑management skills.
• Ability to collaborate across teams and influence outcomes without direct authority.

Preferred Qualifications

• Experience with SLIs, SLOs, and reliability metrics.
• Familiarity with cloud infrastructure, Linux, networking, and distributed platforms.
• Knowledge of ITIL, operational excellence, or reliability engineering.
• Experience supporting high-availability SaaS, hosting, cloud, or infrastructure environments.
• Experience preparing executive-level operational reports and presentations.

Other Requirements

• Willingness to travel for project deployments.
• Flexibility to work across multiple time zones.
• Ability to lead client-facing workshops and manage complex implementation phases.