Job Purpose

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.

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...