Job Title
: GT Service Reliability Lead
Location:
Dublin 1 (Hybrid role)
Reports to:
Head of Service Reliability
Role Overview
The GT Service Reliability Lead plays a critical role in ensuring the performance, availability, and resilience of live applications across enterprise systems. This position is responsible for leading technical support, incident management, and continuous improvement initiatives that uphold service excellence and operational stability.
Key Responsibilities
Service Reliability & Incident Management
* Lead the diagnosis and resolution of service delivery issues across multiple platforms
* Manage major incidents, ensuring timely communication and resolution
* Drive root cause analysis and implement preventative measures to reduce recurrence
* Collaborate with cross-functional teams to improve system reliability and performance
Monitoring & Operational Excellence
* Oversee system monitoring tools and dashboards to proactively identify risks
* Ensure adherence to service level agreements (SLAs) and performance targets
* Support disaster recovery planning and execution
* Maintain operational documentation and knowledge bases for support teams
Stakeholder Engagement & Governance
* Liaise with internal stakeholders to align service reliability goals with business needs
* Participate in governance forums and contribute to strategic planning
* Ensure compliance with regulatory and security standards
* Promote a culture of accountability, transparency, and continuous learning
Skills & Experience
Essential
* 5+ years in enterprise IT environments, with 3+ years in technical leadership roles
* Proven experience in incident and problem management
* Strong understanding of ITIL practices and service delivery frameworks
* Familiarity with cloud infrastructure (AWS preferred) and monitoring tools
* Excellent communication and stakeholder management skills
Desirable
* Experience in regulated industries (e.g., financial services, healthcare, telecoms)
* Knowledge of DevOps, SRE principles, and automation strategies
* Ability to mentor and lead technical teams in high-pressure environments
What We Offer
* A dynamic and collaborative work environment
* Opportunities for professional growth and leadership development
* The chance to shape service reliability strategy across critical systems
* Competitive compensation and benefits package