Service Reliability Lead

Quick Facts

• Role: Service Reliability Lead
• Location: Warsaw (Al. Gen. W. Sikorskiego 9)

Description

You will ensure end-to-end reliability and high availability of technology services across Broadcast, OTT, MCR, IT infrastructure, networks, and third-party solutions. The role focuses on monitoring and observability standards, leading Major Incidents, performing RCA and post-mortems, and driving preventive actions and automation to improve stability. You will coordinate across multiple technical teams while tracking operational KPIs such as MTTR, MTTD, Availability, SLA, SLO, and Change Failure Rate.

Responsibilities

• Ensure reliability and availability for end-to-end services across Broadcast, OTT, MCR, IT infrastructure, networks, and external provider solutions
• Monitor service availability, analyze failure trends, and initiate improvements to increase stability
• Lead and coordinate Major Incidents (war-room organization and emergency decision-making)
• Coordinate remediation activities; own RCA and post-mortem reports
• Identify causes behind recurring incidents and implement preventive actions
• Define and implement monitoring, alerting, and observability standards
• Co-create and monitor operational KPIs such as MTTR, MTTD, Availability, SLA, SLO, and Change Failure Rate
• Initiate automation and operational improvements that reduce the risk of operational errors
• Support Change Management processes and assess change risks in production environments
• Coordinate collaboration between Broadcast Engineering, OTT, IT Infrastructure, Cybersecurity, MCR, and external vendors
• Report service status, risks, and key incidents to leadership and business stakeholders
• Build a continuous improvement culture using lessons learned from incidents

Requirements

• Minimum 5 years of experience in SRE, IT Operations, Platform Operations, NOC, Cloud Operations, or Network Operations
• Minimum 3 years of experience leading and coordinating Major Incidents
• Experience in 24/7 high-availability environments and collaborating with multiple technical teams and vendors
• Very good knowledge of Linux systems, IP networks, and network protocols
• Practical knowledge of monitoring, observability, and log analysis
• Knowledge of application architecture, component dependencies, and cloud environments (Azure, AWS, or GCP)
• Ability to diagnose problems in complex multi-system environments
• Knowledge of Incident Management, Problem Management, and Change Management, plus experience preparing RCA
• Ability to make decisions under time pressure and coordinate actions during emergencies
• Strong analytical skills and ability to identify root causes
• Excellent communication skills and ability to influence teams without direct reporting relationships
• Independence, ownership, and problem-solving mindset
• Very good English in speaking and writing

Benefits

• Stable employment under an employment contract
• Challenging, dynamic work with experts in an internationally established company
• A collaborative culture based on trust and team spirit
• Growth opportunities and participation in interesting projects
• Access to a broad portfolio of external and internal training
• Employee benefits including private medical care, a sports package, and access to CANAL+ offerings and more