System and Customer Reliability Engineer

About the Role

Alfred & Victoria Associates is one of Nigeria's leading ICT solution-based companies, offering a wide range of services in high demand within today's emerging market. We are currently seeking a dedicated System and Customer Reliability Engineer to own complex incidents from escalation through to resolution, Root Cause Analysis, and permanent fixes. This role bridges customer-facing support and engineering to keep our services performing exceptionally within SLA while building automation that reduces operational toil.

• Take escalations from L1 within SLA, performing deep-dive troubleshooting across systems, applications, and networks.
• Lead response to critical P1 and major P2 incidents, analyzing logs and metrics to deploy hotfixes or effective workarounds.
• Prepare comprehensive Root Cause Analyses and collaborate with Engineering to implement permanent fixes.
• Assess risks, create rollout and rollback plans, and execute changes in scheduled maintenance windows.
• Lead end-to-end customer project delivery including installation, configuration, integration, functional testing, and benchmarking.
• Build automation tools, internal dashboards, and runbooks that empower L1 and L2 support teams.

• First Degree in Computer Science, Information Technology, Engineering, or a related field.
• Proven professional experience in technical support, Site Reliability Engineering, DevOps, or system administration.
• Strong proficiency in Kubernetes, Docker, and both on-premises and cloud infrastructures.
• Solid database administration and performance troubleshooting skills in MariaDB and PostgreSQL.
• Proficiency in scripting languages such as Python, Bash, or Go for automation.
• Familiarity with monitoring and ticketing tools including Prometheus, Grafana, Nagios, and Jira.
• Excellent communication and documentation skills with a customer-first mindset.

• Competitive salary package commensurate with experience.
• Opportunities for professional growth and technical certifications.
• Health insurance and other attractive corporate employee benefits.
• Collaborative and innovative work environment with cutting-edge technologies.

Skills