Job description

Job Description & Requirements

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail, and supply chain.

We are currently looking to hire ite ReliabilityEngineer (SRE) Lead. This is an exciting opportunity to expand your skill set, achieve job satisfaction and work-life balance. More details as below.

Overview

Role Overview

We are seeking a highly skilled Site ReliabilityEngineer (SRE) to lead the reliability, scalability, and performance of ouroperations. You will be the primary owner of the AWS cloud infrastructure andthe end-to-end DevOps pipelines. Your mission is to treat "operations as asoftware problem," automating away manual toil and ensuring our AWSenvironment delivers a seamless experience for both agents and customers.

Key Responsibilities

1. AWS Connect & Service Desk Reliability

- Infrastructure Management: Design, deploy, andmaintain the AWS Connect ecosystem, including Contact Flows, Lambdaintegrations, Lex Bots, and claim phone numbers using Infrastructure as Code(Terraform/CloudFormation).

- Service Availability: Maintain the"always-on" state of the service desk. Manage voice and chat channelreliability, ensuring low latency and high audio quality.

- Integration Support: Oversee the reliability ofintegrations between AWS Connect and ITSM tools (e.g., ServiceNow, Jira ServiceManagement, or Salesforce).

- Capacity Planning: Proactively monitor and scaletelephony quotas, concurrent tasks, and backend compute resources to handlepeak service desk traffic.

2. Cloud Infrastructure & Security

- AWS Foundation: Manage core AWS servicessupporting the platform (EC2, ECS/EKS, S3, Lambda, DynamoDB, and VPCnetworking).

- Security & Compliance: Implement IAMleast-privilege policies, encrypt data at rest/transit (KMS), and ensure theplatform meets industry standards (SOC2, HIPAA, or PCI-DSS if applicable).

- Cost Optimization: Monitor cloud spend andimplement FinOps practices to optimize AWS Connect and infrastructure costs.

3. DevOps & CI/CD Pipeline Engineering

- Pipeline Ownership: Build and maintain robustCI/CD pipelines (GitLab CI, GitHub Actions, or Jenkins) to automate thedeployment of Lambda functions, Lex bots, and infrastructure changes.

- Automated Testing: Integrate automated testinginto the pipeline to validate contact flow logic and API integrations beforethey hit production.

- Reliability as Code: Standardize deploymentpatterns to ensure environment parity between Sandbox, Staging, and Production.

4. Observability & Incident Response

- Monitoring & Alerting: Develop comprehensivedashboards and alerts using CloudWatch, X-Ray, and third-party tools (Grafana,Datadog, or Splunk) to track SLIs.

- Incident Management: Lead troubleshooting forcritical production outages. Conduct blameless post-mortems to identify rootcauses and prevent recurrence.

- Error Budgets: Define and manage Service LevelObjectives (SLOs) and Error Budgets for the service desk platform.

Qualifications

Technical Skills:

- AWS Expertise: Deep knowledge of AWS Connect(Contact Flows, CTRs, CCP customization) and general AWS services (Lambda,DynamoDB, S3, IAM).

- Infrastructure as Code (IaC): Proficient inTerraform (preferred), CloudFormation, or AWS CDK.

- CI/CD Tools: Experience building pipelines inGitLab, GitHub Actions, or AWS CodePipeline.

- Programming: Strong scripting skills in Python orNode.js (specifically for AWS Lambda development).

- Observability: Hands-on experience with AWSCloudWatch, Kinesis (for stream analysis), and logging stacks (ELK or Splunk).

Experience & Education:

- 3+ years of experience in an SRE or DevOps role.

- 2+ years of hands-on experience specifically withAmazon Connect or similar CCaaS (Contact Center as a Service) platforms.

- Experience supporting high-volume Service Desk orCall Center environments.

- Preferred Certifications: AWS Certified DevOpsEngineer – Professional or AWS Certified SysOps Administrator

WHAT’S ON OFFER

You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.

To submit your application, please apply online or email your UPDATED CV in Microsoft Word format to Khalid@aven-sys.com. Your interest will be treated with strict confidentiality.

CONSULTANT DETAILS

Consultant Name: Khalid Farooq
Reg No: R1765546
Avensys Consulting Pte Ltd
EA Licence 12C5759

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