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Avaya is an enterprise software leader that helps the world's largest organizations and government agencies forge unbreakable connections.

The Avaya Infinity platform unifies fragmented customer experiences, connecting the channels, insights, technologies, and workflows that together create enduring customer and employee relationships.

We believe success is built through strong connections - with each other, with our work, and with our mission. At Avaya, you'll find a community that values your contributions and supports your growth every step of the way.

Learn more at https://www.avaya.com

We are seeking a Site Reliability Engineer (SRE) who will drive stability, reliability, and performance across our Azure and GCP-based platforms.
This role blends operational excellence, proactive incident management, and strong collaboration with DevOps, Cloud, and Security teams.

The ideal candidate will have hands-on experience with multi-cloud environments (Azure and GCP), IaC (Terraform/Ansible), CI/CD (Jenkins/GitHub Actions), and modern observability and AI-Ops systems. The engineer will also contribute to governance, cost optimization, and automation strategies that reduce toil and prevent issues before they occur. A key aspect of this role is the ability to perform deep-dive troubleshooting of application performance and errors by analyzing logs and traces in platforms like Grafana and Datadog.

This position includes 247 support coverage (rotational) and requires strong ownership in managing major incidents, RCA processes, and continuous service improvements.

Key Responsibilities

Reliability & Incident Management

• Serve as a key member of the 247 on-call rotation, responding to and managing incidents across production and pre-production environments.
• Lead incident bridges, coordinate root cause analysis (RCA), and ensure post-incident reviews drive systemic improvements.
• Maintain clear communication with cross-functional teams and leadership during major incidents.

Monitoring, AI-Ops, Alerts & Prevention

• Build, tune, and maintain observability dashboards (Azure Monitor, GCP Operations Suite, Prometheus, Grafana, Datadog, Log Analytics).
• Perform deep-dive troubleshooting of application and service-level issues using distributed tracing and log analysis (Grafana, Datadog) to pinpoint root causes beyond infrastructure.
• Define SLOs, SLIs, and error budgets to proactively identify and mitigate reliability risks before customer impact.
• Integrate AI-Ops tools for anomaly detection, predictive alerting, and automated incident correlation.
• Continuously enhance alert quality, reduce false positives, and automate runbooks for faster recovery.
• Analyze trends to prevent recurring issues and support teams in resilience engineering.

Required Skills & Experience

• 5+ years in Site Reliability, DevOps, Cloud Operations, or Customer support roles.
• Demonstrated experience in application-level troubleshooting by analyzing logs and traces to identify bugs, performance bottlenecks, and error conditions.
• Expertise in Azure and GCP cloud operations and distributed system reliability.
• Understanding of Terraform, Ansible, and CI/CD pipelines (Jenkins, GitHub Actions).
• Experience with observability and AI-Ops tools (Azure Monitor, GCP Operations Suite, Grafana, Prometheus, Datadog, etc.).
• Solid grasp of incident management frameworks (P1-P3 handling, RCA, PIRs, on-call rotations).
• Excellent analytical, troubleshooting, and communication skills.

Desired Behaviours

• Proactive Prevention: Identifies and resolves risks before they escalate into incidents.
• AI-Driven Mindset: Applies AI and automation to improve reliability and reduce human intervention.
• Accountability: Owns service reliability and communicates with clarity.
• Collaboration: Works seamlessly with platform, DevOps, and product teams.
• Efficiency: Focuses on automation to reduce manual effort and improve MTTR.
• Continuous Improvement: Learns from failures, iterates processes, and enhances documentation.

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason.