Manager - Customer Reliability Engineer.MTN Software Solutions

Responsibilities

• Achieve measurable improvements in system uptime and performance by implementing robust reliability engineering practices and leading incident prevention initiatives.
• Reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) through streamlined incident response protocols and team readiness, ensuring minimal disruption to customers.
• Build, lead, and develop a skilled team of Customer Reliability Engineers with a strong focus on ownership, collaboration, and continuous learning.
• Ensure that reliability is embedded into service design, development, deployment, and operations by partnering with engineering, product, and operations teams.
• Deliver clear and actionable reporting on reliability metrics to support leadership decision-making and continuous improvement.
• Align reliability goals with customer expectations by addressing root causes of service degradation and championing seamless user experiences.
• Identify and address potential reliability risks before they impact customers by implementing observability tools, runbooks, and automated responses.
• Drive reliability improvements that also reduce operational costs by eliminating manual processes, optimizing resource usage, and reducing reactive work.
• Ensure the continuous and stable operation of customer-facing systems by applying reliability engineering principles and best practices.
• Oversee timely incident response, root cause analysis, and implementation of long-term fixes to prevent recurring issues and improve service resilience.
• Build and lead a high-performing reliability engineering team, providing coaching, mentorship, and career development to support individual and team growth.
• Work closely with software engineering, DevOps, product, and support teams to embed reliability into the end-to-end service lifecycle.
• Ensure effective monitoring systems, dashboards, and alerts are in place to detect, respond to, and analyze system performance and failures.
• Define and drive the implementation of a reliability roadmap aligned with business objectives, system scalability, and customer needs.
• Translate system performance into customer impact metrics (., NPS, downtime minutes) and work to continuously enhance the end-user experience.
• Track and report on key reliability metrics such as uptime, latency, error rates, and incident frequency to support transparency and data-driven decisions.
• Proactively identify technical and operational risks, ensuring mitigation strategies are in place and aligned with compliance standards.
• Foster a culture of experimentation and improvement by exploring automation, new tools, and process enhancements to strengthen reliability practices

Education

Experience

Skills

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