Director of SRE and Customer Experience

Job Title: Director of SRE and Customer Experience

Location: Dubai

Salary: Competitive

Full-time, Permanent position

About Our Client:

Our client is a leading payments and security start-up who are revolutionising the payments industry globally, making sure governments/financial services have the highest level of security.

The role:

They are looking for a Director of SRE and Customer Experience with experience building an SRE practice from scratch, with a focus on customer experience problem management rather than just incident response.

This role will start off quite hands-on on but also will be involved at group level and they are looking for someone who will be willing to "get into the mud" and work collaboratively rather than just writing documentation.

Responsibilities:

• The role combines SRE practice with Customer support under the engineering organization to focus on problem management rather than just incident response
• Must have experience building SRE practice "from scratch or close to scratch" and worked in an Azure environment
• Must be hands-on but also will be involved at group level, willing to "get into the mud" and work collaboratively rather than just writing documentation
• Requires ITIL knowledge and problem management expertise, not just a pure engineering background
• Responsible for selecting support systems, ticketing ecosystem, support system, and ticket deflection tools
• Will eventually have 10 direct reports
• Holding company structure means they provide third-tier support for operating companies and enable new country setups
• AI experience for operational efficiency is "100%" valued

Requirements:

• 10+ years in of experience
• 5+ Years of experience with the Azure platform
• Build an SRE from scratch
• Deep knowledge of Kubernetes, observability stacks (e.g. ELK), and automation tools (Ansible, Jenkins, etc.)
• Experience with cloud-native services, infrastructure as code, and ITIL practices.
• Strong leadership, communication, and problem-solving skills.
• Background in Financial Services, Payments or high transactional e-commerce

If you are interested in the above position, please apply below!