Senior Software Engineer

Reward Gateway, part of Edenred, is a global leader in benefits and employee engagement. We help businesses attract, engage, and retain top talent through strategic reward, recognition, and well-being solutions. Guided by our shared missions - 'Making the World a Better Place to Work' and 'Enriching Connections, For Good' - we’re committed to transforming workplaces and improving people’s daily lives. Our team embodies entrepreneurial spirit, innovation, and respect.

We push boundaries, speak up, and stay human, fostering a culture where imagination thrives.

Role offers a hybrid work model to be present in our London office twice a week.

This hands-on role sits at the intersection of operational excellence and engineering craft. You'll bridge the gap between traditional application support and software engineering by executing scripted remediation, configuration management, feature flag operations, safe, bounded code-level fixes, and runbook automation — all under clearly defined guardrails. The goal is to reduce unnecessary L3 escalations while increasing autonomy, quality, and impact for our Application Operations function.

You'll apply these practices across our AWS environment (EKS), PHP services, and MySQL databases, using Datadog as our observability platform, Kibana for log exploration, and Heap to help quantify and understand customer impact.

• Provide high-quality, timely L2.5 support for PHP applications running on EKS with MySQL backends, operating within clear guardrails that include configuration changes, feature flag operations, scripted runbooks, and safe, bounded code-level fixes.
• Model a shift-left mindset: resolve more at L2.5, automate more, and elevate less, increasing the percentage of incidents resolved without L3 involvement and improving MTTR.
• Participate in a healthy, sustainable on-call rotation with fair schedules, clear escalation paths, and strong post-incident learning practices.
• Apply engineering discipline to operational work: use version control, code review, and testing standards for scripts, runbooks, and automation tooling you produce.
• Develop and maintain automation scripts, runbooks, and playbooks for known issue patterns across workloads, services, and operational scenarios.
• Identify and automate repetitive remediation tasks to reduce manual toil and improve MTTR.
• Collaborate with peers to ensure the right monitoring signals, dashboards, and alerts exist in Datadog. Tune app-level alerts and dashboards to minimize noise and surface actionable signals.
• Use Kibana to interrogate logs and correlate events with Datadog signals during investigations; improve log usefulness by feeding back patterns for better parsing and context.
• Use Heap to triangulate and quantify customer impact during incidents and problem investigations; incorporate findings into incident timelines and post-incident reviews.
• Participate in service onboarding and operability reviews to ensure new and changed services meet defined supportability standards before production.
• Contribute to the Service Catalogue with accurate ownership, SLAs/SLOs, runbooks, and escalation paths for supported services.
• Act as a first responder for application incidents at L2.5: triage, diagnose, and remediate within guardrails; support major incidents by providing technical context, structured diagnostics, Datadog/Kibana evidence, Heap impact analysis, and coordinated remediation alongside the incident commander.
• Use structured diagnostics before escalating — attach clear evidence, reproducibility steps, and impact assessments to every L3/SRE handoff.
• Feed operational findings into Problem Management and contribute to post-incident reviews; capture learning in improved runbooks, alerts, and automation.
• Help define, measure, and report on operational KPIs such as MTTR, percentage resolved at L2/L2.5, escalation rate, first-contact resolution, and SLO adherence.
• Continuously assess processes and workflows, delivering improvements that increase efficiency, consistency, and quality; balance reactive demand with proactive improvement work in Agile-aligned ways of working.
• Maintain high…