Kerja Sepenuh Masa, Senior End User Services (EUS) Site Reliability Engineering (SRE) Lead di Charterhouse Partnership - Maukerja

Role Overview

We are seeking an experienced Senior End User Services (EUS) Site Reliability Engineering (SRE) Lead to drive the transformation of end-user technology operations from reactive support into a proactive, engineering-led model.

The role will focus on improving service reliability, automation, observability, and operational efficiency across enterprise end-user environments. You will define reliability standards, establish SRE practices, drive automation initiatives, and partner with technology teams to deliver scalable and resilient EUS services.

Key Responsibilities

Reliability Engineering & Observability

• Define and establish End User Services reliability indicators (SLIs), metrics, and monitoring capabilities to measure service performance and user experience.
• Build end-to-end observability across endpoint environments using tools such as Microsoft Intune, Microsoft Graph API, and Digital Employee Experience (DEX) platforms.
• Develop reliability dashboards, proactive monitoring, intelligent alerting, and operational insights to improve service visibility.

SLO Management & Service Improvement

• Define and operationalise Service Level Objectives (SLOs), reliability KPIs, and error budget practices for EUS services.
• Establish regular reliability reporting and governance cadence, providing insights into service performance, risks, and improvement opportunities.
• Use data-driven analysis to prioritise engineering improvements and reduce operational challenges.

Automation & Operational Efficiency

• Design and implement automation solutions to reduce manual operational effort across EUS services, including:
• Endpoint provisioning and configuration
• Software deployment and patch management
• Workflow automation
• Incident and ticket remediation
• Disaster recovery processes
• Develop automated remediation capabilities using scripting and automation frameworks such as:
• PowerShell
• Python
• Microsoft Graph API
• Terraform / Ansible
• Promote automation standards, reusable solutions, and self-service capabilities across teams.

Problem Management & Service Reliability

• Lead root cause analysis, problem management, and post-incident reviews for recurring EUS reliability issues.
• Drive permanent engineering solutions to prevent recurring incidents and improve service resilience.
• Perform capacity and performance analysis to enhance scalability and reliability of end-user services.
• Act as a senior escalation point for complex reliability, automation, and service improvement matters.

Leadership & SRE Capability Development

• Establish and mature the EUS SRE operating model, processes, and engineering practices.
• Mentor engineers and promote reliability-focused ways of working across regional teams.
• Partner with EUS technology teams, operations teams, and business stakeholders to embed reliability engineering principles into service design and delivery.

Qualifications & Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related disciplines.
• 8–12 years of experience in Site Reliability Engineering, Infrastructure Engineering, End User Computing, Workplace Technology, or IT Operations.
• Proven experience driving automation, reliability improvements, and operational transformation within enterprise environments.
• Strong hands-on experience with:
• PowerShell / Python scripting
• Microsoft Graph API
• Automation and orchestration frameworks (Terraform, Ansible, or equivalent)
• Strong understanding of:
• Microsoft 365 ecosystem
• Microsoft Intune
• Endpoint management
• Windows 10/11 and mobile device management
• Experience implementing:
• SLIs/SLOs
• Reliability KPIs
• Observability and monitoring practices
• Service improvement frameworks
• Experience with Digital Employee Experience (DEX) and monitoring platforms such as Nexthink, 1E, Lakeside, or similar.
• Strong knowledge of ITSM practices, including Incident Management, Problem Management, Change Management, and ServiceNow.
• Strong analytical and problem-solving skills with the ability to perform RCA and drive preventive improvements.
• Experience working in enterprise or regulated environments is preferred.
• Preferred certifications:
• Microsoft 365 / Azure certifications
• Automation certifications (Terraform, Ansible, Python)
• ITIL certification