Job Title: GT Service Reliability LeadLocation:Dublin 1 (Hybrid role)Reports to:Head of Service Reliability Role OverviewThe 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 ResponsibilitiesService Reliability & Incident ManagementLead the diagnosis and resolution of service delivery issues across multiple platformsManage major incidents, ensuring timely communication and resolutionDrive root cause analysis and implement preventative measures to reduce recurrenceCollaborate with cross-functional teams to improve system reliability and performanceMonitoring & Operational ExcellenceOversee system monitoring tools and dashboards to proactively identify risksEnsure adherence to service level agreements (SLAs) and performance targetsSupport disaster recovery planning and executionMaintain operational documentation and knowledge bases for support teamsStakeholder Engagement & GovernanceLiaise with internal stakeholders to align service reliability goals with business needsParticipate in governance forums and contribute to strategic planningEnsure compliance with regulatory and security standardsPromote a culture of accountability, transparency, and continuous learning Skills & ExperienceEssential5+ years in enterprise IT environments, with 3+ years in technical leadership rolesProven experience in incident and problem managementStrong understanding of ITIL practices and service delivery frameworksFamiliarity with cloud infrastructure (AWS preferred) and monitoring toolsExcellent communication and stakeholder management skillsDesirableExperience in regulated industries (e.g., financial services, healthcare, telecoms)Knowledge of DevOps, SRE principles, and automation strategiesAbility to mentor and lead technical teams in high-pressure environments What We OfferA dynamic and collaborative work environmentOpportunities for professional growth and leadership developmentThe chance to shape service reliability strategy across critical systemsCompetitive compensation and benefits package