EUS Reliability Engineering Lead (Level 3, Permanent)

Role Overview

• Lead the transformation of End User Services (EUS) into an engineering-led, automation-first and reliability-focused operating model across APAC. Drive observability, SLO governance, self-healing automation and proactive problem management while strengthening service resilience, operational efficiency and regional technical capabilities.
• Key Responsibilities
• Partake Reliability & Observability in defining endpoint and EUS service SLIs, telemetry and reliability dashboards using Microsoft Intune, Graph API and DEX platforms, while establishing real-time monitoring, intelligent alerting and baseline toil measurement across APAC.
• Define and operationalise EUS SLOs, error budgets and reliability KPIs, leading weekly reliability reviews and quarterly management reporting to drive data-led prioritisation and decision-making.
• Automate patching, software updates, device provisioning, configuration, DR failover and ticket workflows through self-healing runbooks and Infrastructure-as-Code solutions, standardising reusable automation and self-service capabilities to reduce manual EUS effort by at least 20%.
• Lead root-cause analysis, postmortems and problem management for systemic reliability issues, implement preventive fixes, strengthen capacity and service resilience, and act as the L3 technical authority for complex reliability and automation escalations beyond L2 capabilities.
• Establish the SRE operating model across L1/L1.5 and L2.5/L3 functions, mentor regional SRE champions to translate toil and incident trends into engineering improvements, and partner with EUS Technology, Regional EUS Operations, and Business and Service Enablement teams to embed reliability into service design from Day 1.

Qualifications & Requirements

• Bachelor's degree in Computer Science, IT, Engineering or a related discipline.
• More than 10 years of experience in SRE, infrastructure/platform engineering, end-user computing or IT operations, with demonstrated reliability and automation leadership, preferably in banking/ financial institution.
• Strong hands-on scripting and orchestration skills in Python, PowerShell and Microsoft Graph API, with Terraform, Ansible or equivalent tools.
• Proven experience defining and managing SLIs, SLOs, error budgets and reliability KPIs.
• Deep knowledge of Microsoft 365, Intune, cloud-based endpoint management, Windows 10/11 and iOS.
• Experience with observability, monitoring and DEX platforms such as Nexthink, 1E or Lakeside, and ITSM integration with ServiceNow.
• Strong incident analysis, problem management and RCA capabilities, with a track record of shifting reactive operations towards automated, engineering-led practices.
• Preferred certifications in Microsoft 365/Azure, Terraform/Ansible/Python automation and ITIL.

For more information, please visit to www.gmprecruit.com and search for Job Reference: 4R7VVR55

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GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | Tang Lee Ling | Registration No: R1106845

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