Site Reliability Engineer

Dear All,

NextEra is looking for dynamic resources in IT-Site Reliability Engineer role.

Role Title: Site Reliability Engineer – L2 Support

Function: Cloud & Infrastructure Operations / Managed Services

Role Level: L2 Technical Support

Location: Riyadh

The SRE L2 Support Engineer will be responsible for maintaining the reliability, availability, performance, and operational stability of business-critical applications and platform services hosted across GCP, OCI, Kubernetes, network services, Kafka, Redis, S3-compatible storage, event bus, databases, and open-source observability platforms. The role requires hands-on experience in incident management, monitoring, troubleshooting, service restoration, automation support, and operational governance using Grafana, Tempo, Loki, Prometheus, and related open-source ecosystem tools. The engineer will work closely with L1 support, L3/platform engineering teams, application teams, cloud teams, database teams, network teams, and customer stakeholders to ensure timely incident resolution, proactive problem management, and continuous improvement of service reliability.

Key Responsibilities

• Provide L2-level support for incidents, service requests, alerts, and operational issues across GCP, OCI, Kubernetes, network services, Kafka, Redis, S3-compatible storage, event bus, databases, and open-source observability platforms.
• Own incident triage, technical investigation, service restoration, escalation coordination, and closure documentation for priority incidents within agreed service levels.
• Perform deep-dive troubleshooting using metrics, logs, traces, dashboards, events, Kubernetes health data, cloud service telemetry, database alerts, Kafka lag indicators, Redis metrics, storage events, and network diagnostics.
• Monitor service availability, latency, error rates, saturation, capacity trends, pod health, node health, cluster resource utilization, Kafka consumer lag, Redis performance, database availability, object storage health, event bus failures, and network connectivity using Grafana, Prometheus, Loki, and Tempo.
• Support major incident management by providing technical analysis, impact assessment, workaround recommendations, timeline inputs, and post-incident review data for cloud, container, messaging, caching, storage, database, and network service issues.
• Coordinate with L1 teams for alert validation, ticket enrichment, runbook adherence, initial diagnostics, and handover of evidence before L2 engagement.
• Escalate complex issues to L3 engineering, platform engineering, Kubernetes administrators, cloud operations teams, database administrators, network teams, or product vendors with clear technical evidence and impact details.
• Execute approved operational tasks including service restarts, pod restarts, deployment validation, namespace checks, log review, configuration verification, certificate checks, storage access validation, Kafka topic and consumer checks, Redis health checks, database connectivity checks, network route validation, and scheduled health checks.
• Identify recurring incidents and contribute to problem management by performing root cause analysis, documenting known errors, creating corrective actions, and recommending permanent fixes.
• Create, update, and maintain SOPs, knowledge articles, troubleshooting guides, operational runbooks, alert response guides, and shift handover documentation for the defined technology stack.
• Support automation and standardization of repetitive operational tasks such as health checks, alert enrichment, log collection, Kubernetes diagnostics, cloud resource checks, Kafka status checks, Redis checks, storage validation, and database connectivity validation.
• Participate in change implementation support, pre-change validation, post-change monitoring, deployment verification, rollback support, and production readiness checks for GCP, OCI, Kubernetes, messaging, caching, storage, database, and observability changes.
• Ensure compliance with incident, problem, change, release, access, security, and operational governance processes within the defined SRE operating model.
• Prepare daily, weekly, and monthly operational reports covering incident trends, SLA performance, recurring issues, capacity observations, observability gaps, automation opportunities, and service improvement actions.
• Work in rotational shifts, on-call support, weekend support, or extended support windows based on business and client requirements.

Required Technical Skills

• Strong understanding of SRE principles including reliability, availability, scalability, observability, toil reduction, incident response, service-level objectives, and error-budget awareness.
• Hands-on experience in L2 production support, platform support, cloud operations, Kubernetes operations, or managed services support.
• Working knowledge of GCP and OCI services, including compute, storage, networking, identity, monitoring, logging, service health, and operational troubleshooting.
• Hands-on understanding of Kubernetes concepts including clusters, nodes, namespaces, pods, deployments, services, ingress, config maps, secrets, persistent volumes, resource limits, events, logs, and basic troubleshooting commands.
• Knowledge of network services including DNS, load balancers, firewalls, routing, connectivity checks, certificates, ports, latency, packet loss, and service reachability troubleshooting.
• Experience supporting Kafka, including topic validation, broker health checks, consumer group status, consumer lag analysis, producer and consumer connectivity, and event streaming issue triage.
• Experience supporting Redis, including cache availability checks, memory utilization, latency, connection issues, keyspace checks, replication status, and basic performance troubleshooting.
• Understanding of S3-compatible storage, including bucket access, object availability, permissions, lifecycle behavior, storage events, data transfer failures, and application integration issues.
• Working knowledge of event bus platforms and event-driven architectures, including event publishing, subscription failures, message routing, retry behaviour, dead-letter handling, and integration troubleshooting.
• Basic understanding of relational and NoSQL databases, including connectivity checks, query execution validation, job status validation, performance alerts, backup status, replication status, and database availability analysis.
• Hands-on experience with Grafana for dashboard review, alert visualization, service health monitoring, and operational reporting.
• Experience using Prometheus for metrics collection, alert rule validation, service target health, scrape status checks, and metric-based troubleshooting.
• Experience using Loki for log search, log correlation, application log analysis, infrastructure log review, and incident investigation.
• Experience using Tempo for distributed trace analysis, request flow review, latency investigation, dependency mapping, and transaction-level troubleshooting.
• Good working knowledge of the open-source ecosystem used in cloud-native operations, observability, automation, container platforms, logging, tracing, monitoring, and service reliability engineering.
• Ability to analyze logs, metrics, traces, alerts, dashboards, events, and performance indicators to isolate technical issues and support timely service restoration.

Experience and Qualifications

• 3–6 years of experience in SRE, platform support, cloud operations, Kubernetes operations, application production support, or managed services support.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Experience supporting business-critical production environments with defined SLA, OLA, escalation, and operational governance processes.
• Exposure to 24x7 support models, shift operations, major incident calls, client-facing operations, and cross-functional technical coordination.
• Preferred certifications include Google Cloud Associate Cloud Engineer, Google Cloud Professional Cloud DevOps Engineer, OCI Foundations Associate, OCI Architect Associate, Certified Kubernetes Administrator, Certified Kubernetes Application Developer, Kubernetes and Cloud Native Associate, Prometheus/Grafana observability training, SRE Foundation, or ITIL Foundation.

Behavioral and Operational Competencies

• Strong analytical thinking and structured troubleshooting approach across cloud, Kubernetes, network, database, messaging, caching, storage, and observability layers.
• Ability to work under pressure during high-severity incidents, production outages, cloud service degradation, Kubernetes failures, Kafka issues, Redis issues, database issues, storage access failures, and network connectivity problems.
• Ability to prioritize multiple incidents, alerts, requests, platform issues, and operational tasks in a time-sensitive environment.
• Good collaboration skills across L1, L2, L3, platform engineering, cloud, Kubernetes, network, database, application, and vendor teams.
• Willingness to learn and continuously improve skills across GCP, OCI, Kubernetes, Kafka, Redis, S3-compatible storage, event bus, databases, Grafana, Tempo, Loki, Prometheus, and the wider open-source ecosystem.

Key Deliverables and Success Measures

• Timely resolution of L2 incidents within agreed SLA and OLA targets across GCP, OCI, Kubernetes, network services, Kafka, Redis, S3-compatible storage, event bus, databases, and observability platforms.
• Improved service availability, reduced recurring incidents, and faster mean time to restore service across the defined SRE support landscape.
• High-quality incident documentation, RCA inputs, runbooks, SOPs, alert response guides, and knowledge articles for the supported technology stack.