Site Reliability Engineer (SRE) – Platform Team (AWS + Hybrid)

Site Reliability Engineer (SRE) – Platform Team (AWS + Hybrid)

Purpose of Position

We’re looking for a Site Reliability Engineer to join our Platform team and own the reliability of the systems that keep our company trading — from our AWS-based digital platform to the connectivity and point-of-sale systems in every store. You’ll treat reliability as a product: setting SLOs with engineering and product leaders, managing error budgets, and making the call between shipping faster and holding the line.

This is a hands-on role that spans cloud and ground. One hour you’re tuning a Prometheus federation or an Open Telemetry pipeline; the next you’re troubleshooting a store’s connectivity at peak service. You’ll lead P0/P1 incident response, run blameless post-mortems, and build the observability and on-call practices that let a distributed, multi-site business run calmly through its busiest hours.

We care about reliability and cost — uptime at any price isn’t the goal. We want someone who genuinely understands how a technology failure translates into guest experience, crew workflows, and revenue, and who builds systems and schedules around how restaurants operate.

Our current stack includes:

Technology we useCurrent Stack

• Application Stack:TypeScript, NestJS, TypeORM/Sequelize, React / React Native, MySQL / Aurora.
• Cloud (AWS):ECS/Fargate, Lambda, RDS Aurora, CloudFront, API Gateway, SQS/SNS, IAM, VPC networking, Flow Logs.
• IaC & Automation:Terraform and AWS CDK at scale, CloudFormation, GitHub Actions, Bitrise.
• Observability:Prometheus, Grafana, Open Telemetry / OTel Collector, Datadog, AWS CloudWatch.
• Networking:SD-WAN, MPLS, BGP, VLANs and firewall policy; AWS Direct Connect, Site-to-Site VPN, Transit Gateway.

Reliability & Operations

• SLOs & error budgets:service-level indicators, objectives and agreements shaped with product and engineering leaders.
• Incident response:P0/P1 command, structured blameless post-mortems, and error-budget-driven release decisions.
• On-call by design:rosters built around operational peaks — breakfast, lunch, dinner, and weekend surge.
• Multi-site footprint:store connectivity and last-mile reliability across a distributed retail / QSR estate.

Reporting to:Head of Engineering (Platform & Cloud Operations)

Responsibilities

Responsibilities include, but are not limited to:

ResponsibilitiesCloud Infrastructure & Reliability

• Operate AWS at scale —ECS, Lambda, RDS Aurora, CloudFront, IAM, and VPC networking, managed as infrastructure-as-code with Terraform or AWS CDK.
• Engineer for cost-aware reliability —balance availability against cost; right-size and optimise rather than chase uptime at any price.
• Harden release readiness —CI/CD, deployment safety, and rollback so changes reach production reliably.

Hybrid & On-Premises Networking

• Run physical and hybrid networks —SD-WAN, MPLS, BGP routing, VLANs, and firewall policy across a multi-site estate.
• Own hybrid connectivity —AWS Direct Connect, Site-to-Site VPN, and Transit Gateway between cloud and stores.
• Solve last-mile problems —diagnose and resolve store connectivity issues remotely, calmly and quickly, at peak service.

Observability at Scale

• Operate and scale Prometheus —federation, remote write, cardinality management, and alerting rules.
• Build Grafana for ops —dashboards, alerting, and provisioning at scale (Mimir or Thanos a plus).
• Run Open Telemetry pipelines —OTel Collector processors, exporters, and multi-destination routing.
• Integrate OSS and commercial —Datadog alongside the open-source stack for comprehensive insight.

SLA / SLO Ownership & Incident Response

• Define SLIs, SLOs and SLAs —shaped with product and engineering leaders, not filled into a spreadsheet.
• Manage error budgets —translate burn rate into clear release decisions and communicate trade-offs.
• Lead P0/P1 incidents —command response and run structured, blameless post-mortems.
• Report reliability —present metrics clearly to non-technical stakeholders across ops, finance, and exec.

Restaurant Operations & On-Call

• Connect tech to the guest —understand how failures hit guest experience, crew workflows, and revenue — not just ticket counts.
• Know the QSR stack —POS systems, kitchen display systems (KDS), ordering integrations, and loyalty platforms. …