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System and Customer Reliability Engineer
About this role
The role is for a System and Customer Reliability Engineer responsible for managing complex incidents from initial escalation to resolution, root cause analysis and permanent fixes. It combines troubleshooting, customer support and reliability engineering, overseeing P1/P2 responses, change management and end-to-end delivery of systems and solutions. The position sits at Alfred & Victoria Associates, an ICT solutions company in Nigeria, and involves bridging customer-facing support with Engineering to keep services within SLA and improve runbooks and tools. It requires hands-on experience across systems, applications and networks, plus familiarity with Kubernetes, Docker, databases and monitoring tools. The role focuses on incident handling, system delivery for customer projects, automation, knowledge management and customer governance.
What you would do
- Take escalations from L1 and perform deep-dive troubleshooting across systems, applications and networks.
- Own assigned tickets end-to-end with updates and documented resolution.
- Lead response to P1/critical and P2 incidents, deploy workarounds or hotfixes and validate restoration.
- Communicate incident progress to internal and customer leadership.
- Prepare RCAs for major incidents and log corrective actions.
- Identify recurring issues and coordinate with Engineering for permanent fixes.
- Assess risks and execute changes in scheduled windows with post-change validation.
- Lead end-to-end delivery for customer projects including installation, configuration, integration and validation.
- Plan and conduct functional, integration and load tests before go-live.
- Build automation, tools and dashboards to reduce repetitive toil and maintain runbooks and knowledge base.
What they are asking for
- First Degree in Computer Science, IT or Engineering.
- Experience in technical support, SRE, DevOps or system administration.
- Strong troubleshooting across systems, applications and networking with knowledge of TCP/IP.
- Hands-on experience with Kubernetes and Docker; familiarity with on-prem and cloud infrastructure.
- Experience with MariaDB and PostgreSQL administration, queries and performance troubleshooting.
- Experience with system and solution delivery including installation, testing, load testing and benchmarking.
- Familiarity with incident and change management frameworks (ITIL preferred).
- Scripting and automation skills (Python, Bash, Go).
- Experience with monitoring and ticketing tools (Prometheus, Grafana, Nagios; Jira, ELK).
- Knowledge of CI/CD pipelines, GitHub and GitOps practices; data analysis and basic ETL; strong documentation and communication skills.
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