Engineer I,Systems Reliability Engineering

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As an Engineer I, Systems Reliability Engineering, you will provide hands-on production support for Product Creation and Master Data platforms, including FlexPLM, DaVinci, Infor Nexus, MDM services, and related integrations. This ML06 role, based in GCC Mexico, reports directly to the ML08 Manager, Systems Reliability Engineering, LATAM. Working with the regional technical lead, you will protect availability and data integrity through disciplined support, observability, documentation, automation and responsible use of Agentic AI.

• Support enterprise applications, APIs, middleware, queues, batch processes and file feeds; investigate incidents, document evidence and escalate complex issues to the ML07 technical lead.
• Monitor application health, queue age, interfaces, alerts and data-control indicators; follow agreed escalation paths when service or business deadlines are at risk.
• Maintain accurate incident records, runbooks, dependency maps and knowledge articles; participate in root cause analysis and blameless post-incident follow-up.
• Follow agreed ways of working for incident, problem and change management, peer-reviewed changes, release validation, recovery procedures and clear cross-region handovers.
• Use approved Agentic AI tools for investigation, knowledge retrieval and runbook assistance; validate outputs, protect sensitive data and obtain required approval before operational actions.
• Collaborate with product, engineering, infrastructure, enterprise data, ERP and business teams; identify repetitive work and contribute tested automation improvements.

• 3+ years of experience in IT production support, application operations, platform engineering or Site Reliability Engineering.
• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field.
• Experience supporting business-critical enterprise applications, PLM, MDM, enterprise data or integration platforms, with the ability to learn application-specific processes.
• Understanding of APIs, middleware, queues, batch processing, file feeds, data controls and upstream and downstream dependencies.
• Knowledge of ITSM, incident and change practices; experience using AI copilots or automation responsibly, verifying results and escalating uncertainty.