System and Customer Reliability Engineer

Alfred & Victoria Associates is one of Nigeria’s leading ICT solution based company. Our company offers a wide range of services which are in high demand of today’s emerging market. AVA has three major arms which have been streamlined to meet our customer's needs. The three major arms are: Consulting, Recruitment and Training. Alfred & Victoria Associates has become one of the most sought after Human Capital Development Organization in recent times. She is fast becoming the distinguished strategic partner required in all sectors of the economy, and also in the fast growing world of outsourcing which is now in huge demand in all profession. We are recruiting to fill the position below:

Job Title: System and Customer Reliability Engineer

Location: Lagos

Employment Type: Full-time Role Type: Hybrid — remote, and on-site at customer offices as delivery and support activities require Role Summary The System & Customer Reliability Engineer owns complex incidents from L1 and customer escalation through to resolution, RCA and permanent fix. The role combines deep troubleshooting and customer support with reliability engineering: leading P1/P2 response, change management, end-to-end system and solution delivery, and automation that reduces operational toil. It bridges customer-facing support and Engineering (SE), keeping services within SLA and building the knowledge, tools and runbooks that make routine support and peer teams more effective. Key responsibilities Incident management & troubleshooting: Take escalations from L1 within SLA and perform deep-dive troubleshooting across systems, applications and networks. Own assigned tickets end-to-end, with clear updates and documented resolution. Lead response to P1/critical & P2/major incidents: analyze logs and metrics, deploy hotfixes or workarounds, validate restoration, and loop in engineering for code-level issues. Communicate incident progress to stakeholders, including both internal and customer leadership. Root Cause Analysis & Problem Management: Prepare RCAs for P1/P2 incidents and log corrective actions. Identify recurring issues and work with Engineering on permanent fixes. Change Management: Assess risks, create rollout and rollback plans, and execute changes in scheduled windows with post-change validation. Implement operational upgrades, patches and maintenance, and update runbooks after each change. System & Solution delivery: Lead delivery for customer projects end-to-end: installation, configuration, integration and validation. Plan and run functional, integration and load testing, plus performance benchmarking,before go-live. Support customer teams during deployments, upgrades and acceptance testing. Hand over to support with documentation, and monitor post-deployment health to fix early issues. Automation, tooling & knowledge: Build automation, internal tools and dashboards that remove repetitive toil for L1/L2 teams. Maintain the knowledge base, runbooks and troubleshooting guides; train L1/L2 on learnings. Monitor service health dashboards (SLIs, SLOs) and review weekly incident trends. Customer support & governance: Respond to customer queries and escalations within SLA. Deliver operational and incident data to Governance on time and take part in daily scrums and change reviews.