Site Reliability Engineering (SRE) Lead End-User Services (Bank, Permanent)

Responsibilities

• Define and implement endpoint and EUS service reliability indicators (SLIs), leveraging Microsoft Intune, Graph API, and Digital Employee Experience (DEX) tools to establish end-to-end observability across APAC.

• Develop and maintain reliability dashboards, real-time monitoring, intelligent alerting, and operational toil measurement to track service performance across regional markets.

• Define, publish, and manage Service Level Objectives (SLOs), error budgets, reliability KPIs, and regular reporting to support reliability-based prioritisation and management decisions.

• Design and implement automation and auto-remediation for patching, software updates, device provisioning, configuration, disaster recovery, and IT service management workflows.

• Develop automated runbooks, self-healing solutions, and reusable engineering patterns using PowerShell, Python, Microsoft Graph API, Terraform, Ansible, or equivalent technologies to reduce manual operational effort.

• Lead problem management, root-cause analysis, post-incident reviews, capacity engineering, and preventive improvements to enhance EUS service reliability, resilience, and performance.

• Serve as the Level 3 technical escalation point for reliability engineering and automation, driving resolution of complex and recurring EUS operational issues.

• Establish and maintain the EUS Site Reliability Engineering (SRE) operating model, guide regional SRE champions, and collaborate with EUS Technology, Regional EUS Operations, and Business and Service Enablement teams to embed reliability engineering into service design.

Requirements

• Minimum 8-12 years of relevant experience in Site Reliability Engineering, Infrastructure or Platform Engineering, End-User Computing Engineering, or IT Operations, including reliability engineering and automation implementation.

• Hands-on experience in scripting and automation using Python, PowerShell, Microsoft Graph API, and Infrastructure-as-Code tools such as Terraform or Ansible.

• Proven experience defining and managing SLIs, SLOs, error budgets, reliability KPIs, and service reliability reporting.

• Strong technical knowledge of Microsoft 365, Microsoft Intune, endpoint management, Windows 10/11, and iOS environments.

• Experience with observability, monitoring, and Digital Employee Experience (DEX) platforms such as Nexthink, 1E, or Lakeside, including ITSM integration with ServiceNow.

• Experience in problem management, incident analysis, root-cause analysis, auto-remediation, and modernising IT operations through automation banking or financial services experience and knowledge of MAS TRM are advantageous.

• Relevant certifications in Microsoft 365, Azure, Python automation, Terraform, Ansible, or ITIL are advantageous.

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