Systems Reliability Engineer

Responsibilities

• Triage and resolve Tier II support issues escalated by the Help Desk, including application access issues, system performance degradation, service outages, and infrastructure-level incidents.
• Perform system-level operational tasks to restore service, including IIS resets, application pool recycling, service restarts, and execution of approved PowerShell scripts in accordance with security and change controls.
• Maintain IT operational runbooks using both traditional documentation and AI-assisted querying and revision techniques.
• Collaborate with Tier III, infrastructure, security, and application teams to escalate, coordinate, and resolve complex technical incidents.
• Support change management efforts, including review, testing coordination, execution of approved changes, and post-change validation.
• Analyze trends in incidents and requests to provide insights that support service reliability, operational maturity, and continuous improvement.
• Create, execute, and maintain IT operational runbooks to ensure consistent, repeatable support and response procedures.
• Document support procedures, troubleshooting steps, and resolutions in ServiceNow Knowledge Base articles.
• Capture successful support outcomes and lessons learned in shared knowledge repositories to improve Tier I efficiency and enable self-service.
• Identify and analyze business needs, gather requirements, and help define scope and objectives for system enhancements or operational improvements.
• Research business requirements and document relationships between users, business processes, data, applications, and devices to support impact analysis.
• Translate business requirements into clear, actionable application or operational requirements.
• Make recommendations for technology-based solutions or process improvements using new or existing tools.
• Assist with product refinement and backlog prioritization by contributing operational insights and support data.
• Use AI-enabled monitoring and event intelligence tools to receive, interpret, and prioritize operational alerts across applications, infrastructure, security, and integrations.
• Leverage AI-assisted dashboards and visualizations to assess system health, service dependencies, and operational risk.
• Query AI tools to identify upstream and downstream impacts during incidents, changes, or performance issues.
• Use AI-assisted analysis to validate, enhance, and continuously improve operational runbooks, identifying gaps and outdated procedures.
• Collaborate with engineering and platform teams to validate AI-suggested remediation actions prior to execution in regulated production environments.
• Provide feedback to improve AI operational tooling accuracy, relevance, and governance over time.
• Participate in on-call services providing after-hours support.

Skills

• Strong analytical and troubleshooting skills, with experience managing and resolving complex incidents and participating in incident and problem management activities using ITIL-aligned practices.
• Solid understanding of software engineering concepts and delivery disciplines, including iterative development, CI/CD pipelines, unit testing, and how applications are built, monitored, supported, and maintained in production environments.
• Hands-on technical experience supporting Windows Server environments, IIS administration, PowerShell scripting, and foundational system administration, including working knowledge of TCP/IP networking, DNS, load balancing, and SSL/TLS certificate management.
• Working knowledge of ITSM processes and tools, particularly incident, request, change, and problem management within platforms such as ServiceNow.
• Experience leveraging AI-assisted tools for IT Operations, including operational monitoring, alert analysis, impact assessment, incident triage, runbook execution, and documentation updates, with demonstrated judgment in validating AI-generated insights before execution in production environments.
• Ability to query and prompt AI tools effectively to support operations, troubleshooting, and continuous improvement initiatives.
• Strong time management, evaluation, and adaptability skills, with the ability to stay current on emerging IT tools, trends, and operational best practices.
• Experience with AI-enabled ITSM, AIOps, or observability platforms (for example ServiceNow AI features, AIOps tools, or intelligent monitoring platforms) preferred.
• Familiarity with service dependency mapping, topology visualization, or blast-radius analysis tools preferred.
• Experience improving operational workflows through automation, AI augmentation, or decision-support tooling preferred.

Qualifications

• 1-3 years of related experience.