Collaboration Reliability Engineering Lead

WHO WE ARE:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU’LL DO:

We are seeking an experienced and technically proficient Collaboration Reliability Engineering Lead to join our team. In this role, you will support advanced collaboration technologies in a fast-paced and industry-leading environment. The ideal candidate is a highly motivated technical enthusiast with a strong foundation in IT, operations, networking, scripting, and collaboration technologies, and a passion for continuous learning.

TEAM LEADERSHIP:

• Lead, mentor, and manage a global team of 8-12 reliability engineers.
• Foster ownership, accountability, and collaboration within the team.
• Develop team members technical and professional skills through coaching and performance reviews.

SYSTEM RELIABILITY AND PERFORMANCE:

• Oversee maintenance of highly available and scalable architecture including but not limited to cisco server templates, endpoints, edge & proxy appliances
• Develop, present, and achieve service-level objectives (SLOs), service-level agreements (SLAs), and key performance indicators (KPIs).
• Perform quality assurance on video conferencing infrastructure, calendar tooling, touch panel hardware, automation bots, cisco endpoints, and call center tooling.   

INCIDENT MANAGEMENT RESOLUTION:

• Drive incident response, root cause analysis, and post-mortem processes to identify and address reliability issues impacting users.
• Implement proactive monitoring, alerting, and automation to minimize downtime and improve recovery times in live production environments.
• Serve as an escalation point for video conferencing infrastructure and network troubleshooting, maintaining up-to-date documentation and on-call runbooks.

RELIABLILITY IMPROVEMENTS:

• Identify opportunities to improve system performance and reduce operational toil.
• Develop and implement strategies for failure testing, and future-capacity planning.

CROSS FUNTIONAL COLLABORATION:

• Work closely with engineering, security, networking, and third-party vendors (e.g., Cisco, Brightsign, Arista, Zoom, Webex) to resolve support cases and critical escalations.
• Provide highly-visible communications to hundreds of users regarding large scale changes and updates.
• Advocate for reliability-focused initiatives and communicate their value to stakeholders.

TOOLS AND AUTOMATION:

• Leverage internal-tooling to monitor, analyze, and improve system reliability.
• Lead efforts to automate repetitive tasks, ensuring efficient system operations.

TECHNICAL REQUIREMENTS:

• 3+ years of experience in Reliability Engineering or similar roles.

Health Monitoring: Experience implementing and coordinating telemetry using monitoring tools like Splunk, Grafana, and Prometheus, or similar technologies.

• VMware expertise: Hands-on experience with VMware from a VM deployment, lifecycle and API/CLI perspective
• ITIL Knowledge: Understanding of ITIL processes, service management principles, and IT service delivery best practices
• Automation: Experience as an automation advocate with a history of removing operational toil via software
• Experience supporting internet-facing production services and distributed systems, including: Deployments, On-Call rotations, and Incident management.

TECHNICAL SKILLS:

• Familiarity with Bash, Python, Terraform, and REST APIs.
• Fundamental understanding of networking protocols (e.g., HTTP, TCP/IP, WebRTC, SIP).
• Infrastructure components (e.g., load balancers, firewalls, DNS).

ADDITIONAL KEY PRIORITIES:

• Expertise in disaster recovery and future-capacity planning.
• Excellent communication and interpersonal skills, with the ability to work