Site Reliability Engineer II (NGPOS Operations Support)

We are seeking a hands-on Site Reliability Engineer II to support a next-generation Point of Sale (NGPOS) platform in a highly visible production environment. Unlike traditional SRE roles focused primarily on automation or platform engineering, this position emphasizes production reliability, incident leadership, operational excellence, and engineering support.

The ideal candidate will lead major incident response efforts, drive Root Cause Analysis (RCA), improve system observability, and collaborate closely with Software Engineering, Platform Engineering, Infrastructure, and Business Operations teams to enhance overall platform reliability.

This role is ideal for someone who enjoys solving complex production issues under pressure while contributing to long-term engineering improvements.

• Enterprise Point of Sale (POS) systems

• Retail technology experience

• Automation scripting

• Monitoring optimization

• Runbook creation

• Store technology deployments
  

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  Lead major incident response during production outages

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  Serve as Incident Commander during P1/P2 incidents

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  Coordinate technical bridge calls

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  Communicate outage status to engineering teams and business leadership

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  Lead Root Cause Analysis (RCA) activities

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  Track corrective actions through completion

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  Improve production reliability and system stability

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  Enhance monitoring and observability

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  Reduce alert fatigue

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  Partner with Software Engineering and Platform Engineering teams

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  Support retail store deployments

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  Develop operational documentation, runbooks, and playbooks

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  Participate in after-hours support rotations and maintenance windows

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  Improve service health using SLIs and SLOs
  

Monitoring & Observability

• Dynatrace

• Azure Monitor

• Log Analytics

• Metrics

• Dashboards

Cloud

• Microsoft Azure

• Google Cloud Platform (GCP)

Containers

• Kubernetes

• Docker

Operating Systems

• Linux

Scripting Languages

• Bash

• Python

Agile Tools

• Jira

Enterprise Environment

• Retail systems

• Point of Sale (POS)

• Production Support

• Hybrid Infrastructure
  

The ideal candidate will demonstrate:

• Strong leadership during production incidents

• Excellent troubleshooting and analytical skills

• Effective communication under pressure

• Ownership and accountability

• Experience coordinating multiple engineering teams

• Strong operational discipline

• Continuous improvement mindset

• Passion for reliability engineering

• Excellent documentation skills

Must Have

• Major Incident Management experience

• Experience serving as Incident Commander

• Leading production bridge calls

• Coordinating cross-functional technical teams

• Executive communication during P1/P2 outages

• Root Cause Analysis (RCA)

  • Five Whys

  • Fishbone Analysis

  • Timeline reconstruction

  • Corrective action tracking

• Production troubleshooting across:

  • Cloud environments

  • On-premise infrastructure

  • Retail/POS systems

• Observability and Monitoring

  • Dynatrace

  • Azure Monitor

  • Log analysis

  • Dashboards

  • Metrics

• Linux administration

• Bash and/or Python scripting

• Kubernetes

• Docker

• Microsoft Azure and/or Google Cloud Platform (GCP)

• Agile methodology

• Jira

• Strong communication and collaboration skills

• Ability to work onsite five days per week

• Willingness to travel and participate in on-call rotations

• Local travel initially throughout Cincinnati and Louisville

• Travel will expand as additional retail locations are deployed

• Approximately every four weeks as new sites go live

• Shared on-call and travel rotation with a growing six-person team