Key Responsibilities

A. Instrumentation & Observability

• Define endpoint and EUS service reliability indicators (SLIs) and build the telemetry to measure them, leveraging Microsoft Intune, Graph API, and Digital Employee Experience (DEX) tooling to establish end-to-end observability across the estate.
• Establish and maintain reliability dashboards, real-time monitoring, intelligent alerting, and baseline toil measurement across the APAC markets.

B. SLO Operating Rhythm

• Define, publish, and operationalise SLOs and error budgets for EUS services; own the reliability reporting cadence (weekly operating loops through to quarterly management reporting).
• Establish reliability KPIs and drive error-budget-based prioritisation and decision-making across EUS.

C. Automation & Auto-Remediation

• Design, build, and continuously enhance automation to eliminate manual operational toil across EUS - including patch and software update deployment, device provisioning/configuration, DR failover, and ticket-handling workflows.
• Develop self-healing runbooks and auto-remediation using scripting and Infrastructure-as-Code practices (e.g. PowerShell, Python, Graph API, Terraform/Ansible), targeting a ≥20% reduction in manual EUS effort.
• Drive adoption of engineering best practices, standardised automation patterns, and self-service capabilities reusable across EUS services.

D. Reliability Engineering & Problem Management

• Lead problem management, root-cause analysis, and postmortems for recurring and systemic EUS reliability issues; implement preventive engineering fixes rather than repeat remediation.
• Perform capacity engineering and improve the resilience, scalability, and performance of EUS services.
• Act as L3 technical authority for reliability engineering - the escalation point for reliability and automation matters the L2 operational group cannot resolve.

E. Leadership & Capability Build

• Establish the SRE operating model across the L1/L1.5 (process + automation) and L2.5/L3 (escalation + automation improvement) structure.
• Mentor and technically lead embedded SRE champions across regional clusters (dotted-line), ensuring toil data and incident patterns feed back into the SRE core.

Partner with EUS Technology, Regional EUS Operations, and Business and Service Enablement team within EUS Group to embed reliability into service design from Day 1.

Qualifications & Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Minimum 8-12 years of experience in Site Reliability Engineering, Infrastructure/Platform Engineering, End User Computing Engineering, or IT Operations, with demonstrable reliability-engineering and automation leadership.
• Automation-first mindset with strong hands-on scripting and orchestration experience (Python, PowerShell, Microsoft Graph API; Terraform/Ansible or equivalent).
• Strong experience defining and operating SLIs/SLOs, error budgets, and reliability KPIs.
• Deep knowledge of Microsoft 365, Intune, and endpoint management in cloud-native environments; strong Windows 10/11 and iOS knowledge.
• Experience with observability/monitoring and DEX platforms (e.g. Nexthink, 1E, Lakeside) and ITSM integration (ServiceNow).
• Strong problem-management, incident-analysis, and RCA capability; proven ability to modernise reactive operations into engineering-led, automated operations.
• Experience in banking or financial services (regulated environments) preferred; knowledge of MAS TRM and regional regulatory requirements advantageous.
• Preferred certifications: Microsoft 365 / Azure certifications, Terraform/Ansible/Python automation certifications, ITIL.