Service Reliability Engineer (f/m/d)

Location

Madrid | Spain

Job description

Purpose of Position

As a Service Reliability Coordinator, you will play a critical role in ensuring the reliability and resilience of our systems through comprehensive On Call management and ownership of the Incident Management Process. Additionally, you will oversee the Maintenance Announcement Process and take ownership of the Awin Statuspage, ensuring accurate and timely information for stakeholders.

Key Tasks

• On Call Alignment: Collaborate with various departments (Ops, InfoSec, Engineering, DS) to align On Call schedules with business needs, Manage contracts for staff providing On Call support.
• On Call Staff Management: Track and communicate with existing On Call staff, lead recruitment drives for new On Call staff, monitor and manage the On Call budget.
• Rota/Shift Tracking: Oversee Rota/Shift schedules to ensure adequate coverage, conduct proactive health checks to address issues related to payments, recurring alerts, incident handovers, and runbooks.
• Quality Assurance: evaluate and maintain the quality of alerts generated, administer Opsgenie for effective alert management.
• Process Monitoring and Adjustment: monitor and educate various departments on the Incident Management process, collaborate with affected departments for process adjustments.
• Post Mortems: lead post-mortem sessions for critical incidents, conduct proactive health checks, including incident triage and follow-ups on post-mortem action items.
• Documentation: ensure clear documentation for incident roles, communication channels, and incident commander responsibilities, work towards mid-term incident reporting goals (e.g., MTTR, SLAs)
• Maintenance Announcement Process Ownership: Ensure the maintenance calendar is up to date, and departmental lists and approvers are accurate.
• Awin Statuspage Ownership & Maintenance: Manage and maintain the Awin Statuspage, add new checks and ensure the existing ones are up to date.

Skills & Expertise

• Bachelor's degree in a relevant field or equivalent practical experience.
• Proven experience in On Call management and Incident Management.
• Experience with incident reporting and documentation.
• Strong organizational and communication skills.
• Ability to work collaboratively with cross-functional teams.
• Experience Managing IT tools such as Opsgenie, Jira, Confluence.
• Process knowledge and experience for Incident Management.
• Fluent in English.

Our Offer

• Flexi-Week and Work-Life Balance: We prioritise your mental health and wellbeing, offering you a flexible four-day Flexi-Week at full pay and with no reduction to your annual holiday allowance. We also offer a variety of different paid special leaves.
• Flexi-Office: Do you prefer to work from our cool office, from home, or in a completely different environment? With us, the choice is yours. We offer the flexibility to work wherever you want within our Awin locations.   
• Welfare : We provide you with a life assurance, travel insurance and a private health insurance that covers several types of health, vision, and dental treatments. Furthermore, you can take advantage of our Cycle to Work Scheme or Season Ticket Loan.
• Health & Well Being: With our support and access to various initiatives and sports offers, you can devote yourself to your mental and physical well-being. 
• Development: We’ve built our extensive training suite Awin Academy to cover a wide range of skills that nurture you professionally and personally, with trainings conveniently packaged together to support your overall development. You can also improve your English skills by participating in our local language course.
• Remote Working: You will receive a monthly allowance to cover part of your running costs. In addition, we will support you in setting up your remote workspace appropriately.   
• Appreciation: Thank and reward colleagues by sending them a voucher through our peer-to-peer program and show your appreciation for colleagues who have gone the extra mile to support you.

Established in 2000, Awin is proud of our dynamic, social and inclusive culture.

Like all businesses, we’ve had to adapt and nurture our culture in a virtual environment. Our virtual ‘Life @ Awin’ hub brings our colleagues from across the globe together for various social activities.

Diversity & Inclusion are paramount to us, and we proudly pursue and hire diverse team members. We champion uniqueness and authenticity; this is who we are at our core. Our network of affiliate partnerships are diverse and transparent, as are the employees powering our vision to build the world’s leading open partner ecosystem. We welcome all backgrounds, identities, and experiences. If you need support at any point in the application or interview process, please let us know.

Apply now to begin the next stage of your career at a progressive company that supports both your professional and personal development.

Job tags

Salary