DevOps Lead

Unifonic is a customer engagement platform that enables organizations to delight customers with remarkable omnichannel experiences. By unifying communication channels, messaging apps, and chatbots, Unifonic streamlines conversations at every touch point throughout the customer journey.

Engineering principle: We ship robust, high-quality code, written for humans to read and maintain!
 

Principal Engineer, Infrastructure

The Principal Engineer, Infrastructure is part of the team dedicated to proactively building reliability into the product. The Principal Engineer, Infrastructure also needs a breadth of knowledge and an ability to pull different disciplines together for one common goal – proactively building resilience into IT infrastructure and applications. The Principal Engineer, Infrastructure responsibilities include but are not limited to:

• Driving ITIL best practices implementation
• Setting SLOs, SLAs, SLIs, track and meet requirements
• Project planning and prioritization
• Improving the on-call incident response process
• Proactively testing the flexibility and resilience of the system by implementing Chaos engineering best practices
• Establishing SRE’s four golden signals (latency, traffic, error rate, and saturation) and improving service observability by maturing our observability stack, fighting alert fatigue, and onboarding squads to Opsgenie
• Playing a critical role in the day-to-day operations of services in the Production environment.
• Adopting and applying SRE best practices to products you support and identifying areas of automation.
• Assist in the rollout and deployment of new product features and installations to support our growth.
• Build, manage, and monitor our extensive infrastructure to continuously make sure that it can scale with us as we grow.
• Introduce and test new technologies, tools, and systems that enable fast and safe code deployment.
• Implement Infrastructure as Code (IAC), defining cloud infrastructure in reusable, composable building blocks using tools like Terraform.
• Measure and improve the performance, uptime, cost, stability, and other operational characteristics of our cloud-based systems.
• Define and support operational processes and enforce structure, including documentation, training and policies, escalations, RCAs, and post-mortems to ensure systems are well understood and work smoothly, and recover gracefully in case of an unexpected failure.
• Debug production issues across services and levels of the stack.