Reliability Operations Specialist

Coordinate and facilitate blameless post-mortem reviews following significant incidents.

Ensure post-mortems are completed accurately, consistently, and within established timelines.

Analyze incident trends to identify recurring issues, systemic risks, and improvement opportunities.

Maintain accountability for corrective action tracking and closure.

Partner with stakeholders to prioritize and drive reliability-focused improvements.

Foster a culture of learning, accountability, and continuous improvement.

Partner with engineering teams to define, maintain, and mature Service Level Indicators (SLIs) and Service Level Objectives (SLOs).

Support the development and evolution of observability practices, including monitoring, alerting, dashboards, and telemetry standards.

Analyze reliability metrics and operational performance data to identify opportunities for improvement.

Recommend and track initiatives that improve platform stability, resiliency, and service performance.

Help establish operational best practices that support scalable and reliable platform operations.

Develop reliability reporting for engineering leadership and executive stakeholders.

Maintain incident communication standards and stakeholder notification processes.

Provide regular reporting on incident performance, corrective actions, reliability trends, and service health.

Translate technical reliability metrics into actionable business insights and recommendations.

Present findings and recommendations to technical and non-technical audiences

3+ years of experience in Product Operations, Platform Operations, Technical Customer Support, Incident Coordination, Site Operations, IT Service Management (ITSM), or a related operational role.

Experience participating in or coordinating major incident response activities.

Knowledge of incident management, root cause analysis, problem management, and post-mortem methodologies.

Experience working with monitoring, alerting, observability, or operational reporting tools.

Strong analytical and organizational skills with exceptional attention to detail.

Excellent written and verbal communication skills.

Ability to work effectively across multiple teams and influence outcomes without direct authority.

Strong problem-solving skills and the ability to remain calm and organized during high-pressure situations.

This job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Nexcess reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs. The job description in no way creates or implies an employment contract. The employment contract remains “at will”.

Nexcess is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.

Nexcess provides specialty cloud solutions for organizations where performance and compliance have to coexist. We serve businesses worldwide, from agencies scaling client sites to enterprises running mission-critical operations. We've built our reputation on deep technical expertise and genuine partnership with every client we work with. Behind every environment we manage is a team of people who take the craft seriously and keep showing up when it matters.