Site Reliability Engineer (SRE)

Job Purpose

The Site Reliability Engineer (SRE) is responsible for ensuring the stability, availability, performance, and resiliency of TCB’s critical systems, including core insurance platforms, customer portals, partner channels, and internal applications. The role focuses on proactive monitoring, incident management, automation, reliability engineering, and disaster recovery readiness to improve service quality while reducing operational effort through automation and engineering best practices.

Key Accountabilities (1)

1. Monitoring & Alert Management

• Operate and continuously improve monitoring, logging, and alerting platforms to ensure system health and service availability.
• Establish and fine-tune alert thresholds to minimize false positives and alert fatigue.
• Develop dashboards, reports, and operational metrics to support proactive system monitoring.
• Collaborate with technology teams to improve system observability and operational visibility.

2. Incident Management & Troubleshooting

• Participate in on-call rotations and provide timely response to production incidents.
• Investigate, troubleshoot, escalate, and resolve system issues according to established operational procedures.
• Record and manage incidents through Jira ITSM and ensure proper communication during major incidents.
• Contribute to post-incident reviews, root cause analysis (RCA), and implementation of preventive actions.

Key Accountabilities (2)

3. Service Reliability & Performance Management

• Define, monitor, and report Service Level Indicators (SLIs) and Service Level Objectives (SLOs) for assigned services.
• Analyze reliability trends and identify areas for service improvement.
• Drive reliability enhancement initiatives through performance optimization and operational excellence practices.
• Support capacity planning and availability management activities.

4. Automation & Infrastructure Engineering

• Develop automation scripts, operational tools, and workflows using Bash, Python, or similar technologies.
• Implement Infrastructure as Code (IaC) practices to standardize and automate infrastructure provisioning and configuration management.
• Build and maintain deployment, validation, and operational pipelines to reduce manual effort and operational risks.
• Promote automation-first practices across infrastructure and operations teams.

Key Accountabilities (3)

5. Change & Release Management

• Support safe deployment of production changes following established change management processes.
• Conduct pre-deployment and post-deployment validation activities.
• Prepare rollback and contingency plans to minimize service disruption risks.
• Collaborate with development and infrastructure teams to improve release reliability and efficiency.

6. Backup, Disaster Recovery & Documentation

• Monitor and validate backup operations to ensure recoverability of critical systems.
• Participate in disaster recovery testing, business continuity exercises, and recovery planning activities.
• Maintain and update operational runbooks, support documentation, and knowledge base content on Confluence.
• Ensure operational procedures remain accurate and aligned with system changes.

Key Relationships - Direct Manager

Head of IT Operation & Infrastructure

Key Relationships - Direct Reports

Key Relationships - Internal Stakeholders

Departments in company

Key Relationships - External Stakeholders

Technology provider/vendor, security partner, professional communities,...

Success Profile - Qualification and Experiences

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Telecommunications Engineering, Information Systems, or related disciplines.

Work Experience

Mandatory

• Minimum 2-4 years of experience in Systems Operations, DevOps, Site Reliability Engineering (SRE), or related infrastructure operations roles within production environments.
• Strong knowledge of Linux administration and troubleshooting.
• Good understanding of networking fundamentals including TCP/IP, DNS, Load Balancers, and network diagnostics.
• Hands-on experience with Docker and Kubernetes platforms.
• Proficiency in Bash and/or Python scripting for automation and operational tasks.
• Experience using Git and at least one CI/CD platform such as GitHub Actions, GitLab CI, Azure DevOps, or Jenkins.
• Practical experience with monitoring and observability platforms such as Prometheus/Grafana, ELK Stack, CloudWatch, Zabbix, or equivalent solutions.
• Willingness to participate in scheduled on-call support rotations and incident response activities.

Preferred

• Hands-on experience with cloud platforms such as AWS or Microsoft Azure.
• Experience with Infrastructure as Code and configuration management tools such as Terraform and Ansible.
• Professional certifications such as:
  • Certified Kubernetes Administrator (CKA)
  • AWS Certified SysOps Administrator
  • AWS Certified Solutions Architect
  • Microsoft Azure Administrator Associate
• Understanding of ITIL / ITSM practices and operational governance frameworks.
• Experience working in financial services, banking, insurance, or highly regulated environments.
• Strong problem-solving capability, structured incident handling approach, and excellent documentation practices.

Foreign Language

• Ability to read and understand technical documentation in English.
• Effective written communication skills for incident reports, operational documentation, and technical knowledge sharing.