Site Reliability Engineer

Site Reliability Engineer

The Site Reliability Engineer is responsible for preventing production incidents across key CRM and servicing platforms. This hands-on role identifies reliability risks, builds proactive detection and automation, validates high-risk changes, tests resilience, and converts incident lessons into permanent engineering improvements. The primary outcome is to reduce P1/P2 incidents, detect degradation before customers or agents are affected, restore service faster when failures occur, and prevent the same failure from recurring.

Key Responsibilities

• Implement and maintain SLIs, SLOs, and dashboards for platform behavior, monitoring availability, critical transaction success, and end-to-end latency.
• Build synthetic probes for critical user journeys and create alerts that identify the failing hop, correlating latency, errors, traffic, and concurrency.
• Assess technical risk for application, infrastructure, platform, and security changes, executing pre- and post-change validation.
• Maintain technical dependency maps and continuously validate DNS, certificates, firewall behavior, API routing, and database connectivity.
• Run load, failover, recovery, and targeted chaos tests for critical paths to assess capacity and resilience.
• Support major-incident diagnosis, lead blameless technical postmortems, and ensure preventive actions are specific and testable.
• Develop automation for health checks, configuration validation, post-change verification, and recurring diagnostics.
• Partner with application, network, security, database, cloud, and vendor teams to drive actions through influence and evidence.

Required Qualifications

• Experience in Site Reliability Engineering, production engineering, DevOps, platform engineering, infrastructure engineering, or large-scale production operations.
• Troubleshooting skills across distributed applications and shared infrastructure dependencies.
• Hands-on experience with metrics, logs, traces, dashboards, alerting, and synthetic monitoring.
• Knowledge of networking, DNS, load balancing, TLS/certificates, WAFs, API gateways, and cloud services.
• Programming or scripting experience with Python, Go, PowerShell, Java, or similar languages.
• Experience with incident response, root cause analysis, postmortems, change validation, and automation.
• Ability to communicate clearly and influence teams outside the direct reporting line.

Preferred Qualifications

• Experience with Salesforce CRM and CTI integrations.
• Knowledge of contact-center platforms, telephony, Five9, real-time voice, or conversational AI.
• Familiarity with IBM MQ, DB2, mainframe integrations, Imperva, F5, Azure, or Google Cloud.
• Background in performance engineering, capacity testing, chaos engineering, and resilience testing.
• Experience in a regulated healthcare or another high-availability enterprise environment.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.