Site Reliability Engineer

Charlotte NC - 600 S Tryon St.

Full time

R0000002909

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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st Shift (United States of America)

Please review the following job description:

Lead Site Reliability & Environment Monitoring Engineer (Azure / Dynatrace / ServiceNow)

We are seeking a Lead Site Reliability & Environment Monitoring Engineer to establish and evolve our enterprise observability and monitoring strategy across cloud and application platforms. This is a full-time leadership role responsible for owning monitoring design, driving platform decisions, and guiding engineering teams toward modern SRE practices.

This individual will act as the technical authority for monitoring and alerting, shaping how signals from Dynatrace flow into ServiceNow and enterprise messaging/paging platforms, and enabling a shift toward automated, intelligent, and self-healing operations.

Key Responsibilities

Strategic Leadership & Decision-Making

• Define and own the enterprise monitoring and SRE observability strategy

• Serve as the subject matter expert for Dynatrace, ServiceNow integration, and alerting architecture

• Evaluate and recommend tooling, integration patterns, and platform direction

• Drive decisions on alerting philosophy, noise reduction, and signal quality improvement

Platform Ownership & Architecture

• Architect and standardize end-to-end monitoring and SRE pipelines:

• Dynatrace → ServiceNow incident lifecycle

• Alert correlation, deduplication, and prioritization

• Integration with paging systems (PagerDuty, SMS, voice, Teams)

• Establish best practices for:

• Event ingestion and enrichment

• Incident routing and automated assignment

• Integration with CMDB and service mapping

Site Reliability Engineering (SRE) Leadership

• Lead adoption of SRE principles, including:

• SLIs, SLOs, and error budgets

• Reliability engineering practices across services

• Proactive monitoring and resilience design

• Champion a shift from reactive operations to proactive reliability engineering

• Influence application and platform teams to build observable, resilient systems by design

Automation & Self-Healing Enablement

• Drive development of automated remediation and self-healing capabilities

• Leverage Dynatrace workflows, Azure services, and automation frameworks to:

• Reduce manual incident handling

• Eliminate repeatable operational tasks

• Minimize unnecessary paging

ServiceNow & Observability Integration Leadership

• Own integration between Dynatrace and ServiceNow ITSM/ITOM, including:

• Incident, Event Management, and CMDB alignment

• Service mapping and dependency visibility

• Governance for application/service tagging

• Define standards for:

• Automated incident creation and resolution

• Priority assignment and routing logic

• Monitoring-to-ITSM data synchronization

Team Leadership & Cross-Functional Influence

• Provide technical leadership and mentorship across SRE, platform, and application teams

• Act as a central point of coordination between engineering, cloud, and ITSM teams

• Lead workshops and working sessions to:

• Drive monitoring standardization

• Align teams on reliability practices

• Influence upstream architectural decisions

Operational Excellence

• Establish KPIs and drive improvement in:

• Incident response and resolution times

• Alert quality and paging effectiveness

• Monitoring coverage across critical services

• Provide leadership with clear visibility into service health and reliability trends

Required Qualifications

• 7+ years in Site Reliability Engineering, monitoring, or production engineering

• Proven experience in a technical leadership or lead engineer role

• Deep hands-on experience with:

• Dynatrace (or equivalent observability platforms)

• Microsoft Azure (IaaS, PaaS, networking, identity)

• ServiceNow ITSM / ITOM (incident, event management, CMDB)

• Demonstrated ability to:

• Design and lead enterprise monitoring/SRE architectures

• Drive platform and tooling decisions

• Integrate observability, ITSM, and paging solutions

Preferred Qualifications

• Experience leading SRE or observability transformation initiatives

• Strong expertise with Dynatrace–ServiceNow integrations

• Experience modernizing or consolidating paging/on-call tooling

• Familiarity with:

• Azure-based SRE tooling or AI-assisted operations

• Automation frameworks (GitHub Actions, Runbooks, etc.)

• Infrastructure as Code (Terraform, ARM, Bicep)

Success Metrics

• Reduction in alert noise and unnecessary paging

• Improved incident routing accuracy and MTTR

• Increased adoption of self-healing and automated workflows

• Strong alignment between monitoring, CMDB, and service ownership

• Enterprise-wide adoption of SRE and monitoring standards

General Description of Available Benefits for Eligible Employees of CRC Group: At CRC Group, we're committed to supporting every aspect of teammates' well-being – physical, emotional, financial, social, and professional. Our best-in-class benefits program is designed to care for the whole you, offering a wide range of coverage and support. Eligible full-time teammates enjoy access to medical, dental, vision, life, disability, and AD&D insurance; tax-advantaged savings accounts; and a 401(k) plan with company match. CRC Group also offers generous paid time off programs, including company holidays, vacation and sick days, new parent leave, and more. Eligible positions may also qualify for restricted stock units and/or a deferred compensation plan.

CRC Group supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. CRC Group is a Drug Free Workplace.

EEO is the Law ( Pay Transparency Nondiscrimination Provision E-Verify (

Join CRC Group, a leader in specialty wholesale insurance, and take your career to new heights. We're a dynamic team dedicated to innovation, collaboration, and excellence.

Why CRC Group?

• Growth: Advance your career with our learning and leadership development programs.

• Innovation: Work in a forward-thinking environment that values new ideas.

• Community: Be part of a supportive team that celebrates success together.

• Benefits: Enjoy competitive compensation, health benefits, and retirement plans.

Who We’re Looking For

We seek passionate individuals who thrive in a fast-paced, collaborative environment. If you value integrity and are driven to succeed, CRC Group is the place for you.