Site Reliability Operations Engineer

Salesforce•Seattle, WA

11d•$94,000 - $142,300•Hybrid

About The Position

As a Site Reliability Operations Engineer you'll be part of our internal DET Site Reliability Operations team supporting our employees globally. This role combines incident command, reliability engineering, and hands-on technical support. You'll help keep critical systems running while working with teams across different time zones.

Requirements

5-8 years in IT operations, incident management, or site reliability work. Experience in a 24x7 high availability environment with enterprise systems preferred.
Demonstrated ability to manage high severity incidents under pressure. Establish impact, evaluate solutions with subject matter experts, and make decisions that balance technical and business needs.
Strong verbal and written communication skills to explain complex technical issues to both technical and executive audiences. Create clear incident updates and status reports.
Demonstrated technical troubleshooting ability across Windows and Linux servers, networking, cloud platforms, and virtualization technologies. Diagnose problems quickly using logs, monitoring tools, and common diagnostic approaches.
Experience with cloud platforms (e.g. AWS) and monitoring of IT infrastructure. You should know core cloud concepts and be comfortable with monitoring tools.
Understanding of ITIL framework, particularly incident, problem, and change management processes.
A related technical degree required.

Nice To Haves

Salesforce platform experience and certifications
Industry certifications like ITIL, AWS, CCNA, MCSA, or RHCE
Scripting ability in Python, Bash, PowerShell, or similar languages to help automate, reduce manual work, and improve efficiency.
Experience with monitoring and visualization tools like Splunk, Grafana, or Tableau. Ability to analyze data and identify trends for improving reliability.
Background with automation tools like Puppet or Chef

Responsibilities

Respond to and manage major incidents affecting internal business operations. Serve as Incident Commander to coordinate technical teams, establish impact, and drive rapid service restoration.
Monitor and troubleshoot enterprise systems including infrastructure, applications, and network components. Use your technical skills to diagnose complex problems across multiple platforms and vendors before they impact users.
Work with teams globally to improve incident response by creating and improving runbooks, developing SOPs, and driving automation.
Coordinate emergency changes and infrastructure updates to resolve incidents. Work with cross-functional teams to maintain business continuity during critical situations.
Analyze incident data and KPI metrics to identify trends. Develop actionable recommendations to reduce impact duration and improve performance, then present findings to stakeholders.
Lead problem management activities, investigating recurring incidents, documenting root cause analyses, and tracking known errors.
Participate in on-call rotation as part of regional coverage. Handle escalations during your shift and serve as Duty Manager for high severity incidents when needed.
Track on-call burden and surface toil reduction opportunities with measurable impact.