Intermediate Service Delivery Engineer

Intermediate Service Delivery Engineer

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Key Highlights

Support incident response, change control, and day-to-day service delivery operations

⚡ Assist triage and coordination during high-severity incidents

Contribute to KPI tracking, reporting, RCA outcomes, and documentation

Strengthen DevOps and SRE workflows through tooling and process improvements

Grow your career in reliability, operations engineering, and large-scale delivery environments

We’re seeking an Intermediate Service Delivery Engineer

to support reliability, incident response, change management, operational processes, and DevOps collaboration across mission-critical platforms. This role is ideal for someone with solid experience in IT operations, SRE processes, and service delivery who’s ready to take on larger ownership and work cross-functionally to keep systems stable, secure, and performant.

What You’ll Do

Service Delivery & Coordination

Support change management processes, CAB meetings, and production change reviews

Assist with escalation paths, operational workflows, and ITIL severity guidelines

Participate in on-call rotations and help coordinate resolution of high-severity incidents

Partner with SRE and engineering teams to unblock work and maintain operational flow

Operational Support & Documentation

Track work intake, timelines, and project progress for the SRE / Delivery org

Contribute to RunBooks, Playbooks, and release plans

Support KPI tracking, service metrics, and weekly / monthly reporting

Assist in documenting RCA outcomes and ensuring follow-through on action items

Incident, Change & Problem Management

Provide on-call readiness and initial triage support for major incidents

Communicate status updates, coordinate with teams, and help drive incidents toward resolution

Review scheduled and emergency changes for accuracy, alignment, and risk mitigation

Participate in problem management meetings and RCA discussions to identify root causes

Automation & Process Improvement

Build and maintain small automation scripts and integrations that reduce manual work

Support enhancements to tools like ServiceNow, PagerDuty, Slack, Exigence, and JIRA

Help drive process improvements across communication channels, monitoring, and documentation

Contribute to new workflow testing, integrations, and operational tool enhancements

Tooling, Reporting & Roster Support

Maintain accuracy across on-call rosters and tooling configurations

Provide daily / weekly / monthly reports to leadership and key stakeholders

Support accurate closure and documentation of incidents in major-incident platforms

What You Bring

Experience in service delivery, IT operations, support engineering, or SRE-aligned functions

Familiarity with ITIL practices, incident management, change control, and operational workflows

Hands-on experience with ServiceNow, Slack, PagerDuty, JIRA, or similar tools

Strong communication, coordination, documentation, and teamwork skills

Ability to stay calm under pressure and collaborate across multiple teams during incidents

A mindset focused on continuous improvement, ownership, and operational excellence

About Us

We are a global engineering organization focused on building scalable, reliable, and high-performing digital systems for enterprise clients. Our teams operate in complex environments where strong operational practices, uptime, and customer experience matter. We combine technical discipline with efficient delivery processes to support platforms used by millions every day.

Why Join Us

You’ll contribute to mission-critical operations while growing your technical and leadership skills. This role puts you at the intersection of engineering, DevOps, tooling, and incident response. You’ll gain exposure to automation, cloud operations, reliability frameworks, and large-scale delivery environments — all while making a direct, measurable impact on service health.