Site Reliability Engineer (L1 Support Engineer)

Role Overview

The Site Reliability Engineer (SRE) – Frontline Operations serves as the first responder for Managed Service Provider (MSP) customers, ensuring effective incident management, triage, troubleshooting, and resolution within SLA-defined timelines. This role is responsible for monitoring cloud environments, resolving operational issues, and escalating complex incidents to specialised technical teams where required. The role plays a critical part in maintaining system reliability, operational excellence, and customer satisfaction.

Key Responsibilities

• Act as the first responder for MSP client incidents, providing rapid troubleshooting, diagnosis, and resolution within SLA timelines.
• Triage incoming incidents to determine appropriate resolution paths or escalation requirements.
• Monitor cloud environments using tools such as AWS CloudWatch, Datadog, and FreshService to proactively identify performance, availability, and security issues.
• Maintain accurate incident records, including resolution actions, escalation timelines, and root cause details.
• Collaborate with Senior SREs and internal technical teams to ensure seamless escalation and incident resolution workflows.
• Participate in post-incident reviews and contribute recommendations to improve operational processes and reduce recurring incidents.
• Provide 24/7 on-call support on a rotational basis for high-priority incidents and urgent operational requirements.
• Support operational stability and service reliability across managed cloud environments.
• Assist in identifying opportunities for process automation and operational improvement.
• Ensure adherence to operational standards, incident management procedures, and SLA commitments.

Essential Skills & Experience

• 2+ years’ experience in cloud operations, site reliability engineering, incident management, or a related technical support role.
• Hands-on experience with AWS cloud services, including compute, networking, storage, and IAM.
• Experience with monitoring and logging tools such as AWS CloudWatch, Datadog, ELK Stack, Prometheus, or Grafana.
• Strong troubleshooting and root cause analysis skills in fast-paced operational environments.
• Experience working with incident management systems such as FreshService or similar platforms.
• Strong organisational and multitasking abilities with the ability to prioritise effectively under pressure.
• Ability to communicate clearly and collaborate effectively with technical teams and stakeholders.
• Understanding of ITIL-based service management principles and workflows.
• Ability to work independently while escalating issues appropriately when required.

Desirable Skills & Experience

• Exposure to Kubernetes and containerised application support.
• Experience working within an MSP or cloud operations environment.
• Exposure to infrastructure-as-code tools such as Terraform.
• Experience supporting highly available cloud-native environments.
• Knowledge of automation and scripting for operational efficiency improvements.

Qualifications

• AWS Certified SysOps Administrator or AWS Solutions Architect Associate certification (Required).
• Terraform Associate Certification or equivalent hands-on experience (Advantageous).
• Relevant degree, diploma, or equivalent practical experience in Information Technology, Computer Science, or a related field.

Behavioural Competencies

• Strong analytical and problem-solving skills.
• Ability to remain calm and effective in high-pressure incident scenarios.
• Strong customer service orientation and responsiveness.
• Attention to detail and commitment to operational excellence.
• Excellent teamwork and collaboration skills.
• Adaptability and willingness to continuously learn new technologies and tools.
• Strong communication and documentation abilities.

What We Offer

• Competitive salary and benefits package.
• Exposure to enterprise-scale cloud and managed services environments.
• Opportunity to work with modern cloud technologies and monitoring platforms.
• Collaborative and supportive engineering culture.
• Opportunities for professional development and certification growth.
• Exposure to meaningful operational and reliability engineering projects.