Job Purpose/summary:

As the Service Excellence Engineer, you will ensure rapid recovery from high-impact incidents while strengthening continuity, prevention, and operational resilience across SbM-supported services. You will analyse root causes, implement corrective actions, improve recovery processes, enable observability usage, and drive engineering improvements that minimise disruption across warehouses, offices, and GSC environments.

Key responsibilities:

Lead technical response during critical service incidents, ensuring swift recovery and minimal business disruption.
Build early-warning and real-time visibility using observability platforms and monitoring data.
Develop dashboards, alert thresholds, and recovery indicators for critical services and infrastructure.
Conduct structured root-cause analysis and drive permanent corrective actions to prevent recurrence.
Collaborate with Network, Platform, and Application teams to strengthen continuity measures and response readiness.
Implement automation-driven remediation steps,



reducing manual resolution time and repetitive interventions.
Maintain and prioritise a continuity backlog focused on recurrence prevention and operational gaps.
Reduce false alarms, repeated disruptions, and reactive firefighting through proactive engineering practices.
Improve uptime, recovery time, fault prevention, and continuity metrics across SbM-supported services.
Create runbooks, playbooks, and standard response workflows to enable consistent execution.
Provide continuity insights and incident learnings to leadership, enabling preventive decisions.
Champion proactive continuity thinking and operational preparedness across teams and regions.

Required experience:

5–10 years in platform support, infrastructure operations, critical incident response, or technical operations.
Experience with monitoring systems, dashboards, event analysis, and service telemetry.
Demonstrated incident handling and structured recovery experience in ent

📌 Service Excellence Engineer (India)
🏢 A.P. Moller - Maersk
📍 India