Sr Assoc, Technical Service Eng, WRB Tech Job Description

This role could be based in India and Malaysia. When you start the application process you will be presented with a drop down menu showing all countries, Please ensure that you select a country where the role is based.

•    TSE (Technical Service Engineer) role is responsible for Owning service reviews as a discipline, making sure they happen with the right rigor. They are responsible for connecting the dots across Product, Tech Delivery, Production Stability, and Vendors and ensures that service outcomes - not just technical deliverables - are consistently achieved. Also, TSEs bringing an engineering lens into service accountability - they don’t just review, they analyse data, identify patterns, and push for engineering fixes, automation, and design improvements.
•    More detailed responsibilities and other aspects on what is expected from this role is explained below.
•    Responsible for contributing and executing on the Chapter Vision together with the other Chapter Area Leads and Chapter leads
•    Drive technology strategy, technology stack selection, and implementation for a future-ready technology stack, to achieve outcomes of highly scalable, robust, resilient system. 
•    Oversees the execution of functional standards and best practices
•    This role is around capability building, it is not to own applications or delivery
•    Creates a strategy roadmap of technical work
•    Works to drive technology convergence and simplification across their chapter area

Technical Responsibilities

•    Service Reliability: Monitor and maintain the reliability, availability, and performance of production services and infrastructure. Conduct end-to-end reviews for Customer Journeys from an experience perspective across key markets. Use production engineering data (incidents, telemetry, performance) to recommend improvements.
•    Continuous improvement: Bridges the gap between Product Owners, Production Engineering, Domain Tech Leads, and Vendors, ensuring that services are not just delivered, but reliably operated and continuously improved
•    Reliability Hygiene reviews: Stay on top of backlog hygiene, bug ageing, ticket patterns, and recurring toil across PE and Cloud Engineering.
•    Automation and Tooling: Develop and maintain automation tools and processes to streamline system provisioning, configuration management, deployment, and monitoring.

•    Capacity Planning: Analyse system performance and capacity trends to forecast future resource requirements and optimize infrastructure utilization.
•    Conduct periodic Partner (vendor) performance reviews. Highlight gaps between vendor metrics and actual service reliability in production.
•    Security and Compliance: Implement security best practices and ensure compliance with regulatory requirements, collaborating with security and compliance teams as needed.
•    Continuous Improvement: Continuously evaluate and improve system reliability, scalability, and performance through automation, process refinement, and technology upgrades.
•    Documentation and Knowledge Sharing: Document system designs, configurations, and procedures, and share knowledge with team members through documentation, training, and mentoring.

Strategy

•    Reliability Engineering Strategy – Develop and execute a comprehensive reliability engineering strategy to ensure high availability, fault tolerance and disaster recovery capabilities for critical systems and services
•    Scalability Planning – Design and implement scalable architecture solution that can accommodate growth in user traffic and data volume over time
•    Monitory and Alerting Strategy – Defining and implementing monitoring and alerting strategies to proactively identify and address issues before they reach the end users
•    Capacity Planning Strategies – Develop capacity planning strategies to ensure that systems have sufficient resources to handle current and future workloads

Business

•    Dedicated management role, is tech native, can understand technology down to a detailed level if needed
•    Responsible to evolve the craft towards improving automation, simplification, and innovative use of latest market trends.
•    Trusted advisor to the domain delivery teams. 
•    Provide technical expertise for the subdomain t