Job Purpose/summary:

As the Service Excellence Engineer, you will ensure rapid recovery from high-impact incidents while strengthening continuity, prevention, and operational resilience across SbM-supported services. You will analyse root causes, implement corrective actions, improve recovery processes, enable observability usage, and drive engineering improvements that minimise disruption across warehouses, offices, and GSC environments.

Key responsibilities:

➢ Lead technical response during critical service incidents, ensuring swift recovery and minimal business disruption. ➢ Build early-warning and real-time visibility using observability platforms and monitoring data. ➢ Develop dashboards, alert thresholds, and recovery indicators for critical services and infrastructure.

➢ Conduct structured root-cause analysis and drive permanent corrective actions to prevent recurrence.

➢ Collaborate with Network, Platform, and Application teams to ...