DevOps Engineer Level 2

Responsibilities

• Act as the SRE lead/participant in Major Incident Management: joining bridges, driving triage, coordinating cross-team response, and communicating status to stakeholders during active incidents.
• Own or contribute to Problem Management: conducting RCAs, identifying systemic issues, and tracking corrective actions to completion in partnership with engineering and the platform SRE team.
• Collaborate with business partners and engineering teams to define and monitor key SLOs/SLIs, and use them to prioritize reliability work.
• Improve traceability, observability, and retrievability of system behavior in production using tools such as Dynatrace and Azure.
• Build/tune monitoring and alerting to reduce noise, catch issues earlier, and speed up diagnosis across cloud, on-prem, and store environments.
• Partner with the dedicated platform SRE team to elevate systemic/longer-term reliability gaps uncovered during incident and problem work.
• Author clear playbooks, runbooks, and postmortem documentation for use by the broader engineering organization.
• Participate in an off‑hours on‑call rotation and periodic off‑hours work during major incidents or maintenance windows.
• Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion, and safety.

• 3+ years of experience in Site Reliability Engineering, incident management, or production support for enterprise systems.
• Experience leading or participating in major incident management (incident commander, bridge/war‑room facilitation, executive communication during outages).
• Experience with problem management and root cause analysis (RCA), including driving corrective/preventive actions to closure.
• Solid understanding of observability and monitoring concepts and tooling (e.g., Dynatrace, Azure Monitor) to detect, triage, and diagnose production issues.
• Working knowledge of Linux and scripting (e.g., BASH, Python) for troubleshooting and diagnostic automation.
• Familiarity with Kubernetes, Docker, and cloud platforms (Azure, GCP) sufficient to troubleshoot and reason about system behavior in production.
• Experience working in an Agile environment, tracking work and metrics via a platform such as Jira.
• Strong communication skills — able to translate technical incident details for both engineering teams and business stakeholders under time pressure.
• In office, Blue Ash, OH 5 days a week.
• Willingness to travel and provide onsite support for new go‑lives and pilots.
• Familiarity with Point of Sale Systems in Enterprise environments.

• Major Incident Management experience — has actually run or driven a bridge/war‑room for a P1/P2 outage, not just 'participated.' This is the core of the role; everything else is supporting it. Ask for a specific incident they led end‑to‑end.
• RCA/Problem Management rigor — can articulate a structured RCA methodology (5-whys, fishbone, timeline reconstruction) and, more importantly, examples where they drove a corrective action to closure (not just wrote a doc that nobody actioned).
• Production troubleshooting under pressure across a mixed stack — comfortable reading logs/dashboards (Dynatrace‑type tooling) and reasoning about cloud + on‑prem + store/POS systems simultaneously, since a real incident here will span all three.