Site Reliability Engineer

About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

The Site Reliability Engineer owns reliability engineering for Jonas Club's hosted and SaaS environment, built primarily on Microsoft Azure across SaaS, legacy, application hosting, and data center infrastructure. This role defines and tracks service-level objectives, leads technical response for complex incidents, and drives the observability and automation work needed to keep client-facing systems reliable as the hosting migration scales.

TheSRE sits within Cloud Operations and partners closely with CloudOps and DevOps engineers, contributing reliability and observability standards to Jonas Club's Cloud Center of Excellence (CCoE) for consistent application across Jonas Club and its affiliated portfolio companies.

Key Responsibilities

• Define, own, and continuously refine SLIs and SLOs for hosted applications, and use error-budget burn to drive engineering and operational priorities.

• Own the reliability roadmap for assigned hosting workstreams, balancing new feature delivery against system stability.
• Design and maintain monitoring, logging, and distributed tracing (e.g., Azure Monitor, New Relic) to detect and resolve issues before they affect clients.

• Build dashboards and alerting that give the CloudOps team early signal on degrading reliability, not just outright outages.
• Act as a senior technical escalation point and incident commander for complex, high-severity production incidents.

• Own post-incident reviews and root-cause analysis, and track remediation items through to closure.

• Help design and continuously improve the on-call rotation and incident response process for the CloudOps team.
• Identify and automate repetitive operational work using Infrastructure as Code (e.g., Terraform, ARM, Bicep) and scripting.

• Build self-healing and auto-remediation capabilities where appropriate to reduce manual intervention.
• Lead capacity planning and performance engineering across the hybrid Azure, legacy, and data center environment.

• Partner with CloudOps on infrastructure readiness as on-premises legacy clients migrate to the hosted environment, validating capacity and reliability ahead of cutover.
• Own tracking and reporting of DORA metrics (deployment frequency, lead time for changes, change failure rate, mean time to recovery) alongside SLIs/SLOs, and use them to drive continuous improvement.
• Partner with CloudOps on backup practices and the Critical Asset List, ensuring actual practice stays aligned with SOC 2 and PCI requirements and with client-facing hosting commitments.
• Contribute reliability and observability standards and best practices to the CCoE for consistent application across Jonas Club and its affiliated portfolio companies.

• Mentor CloudOps engineers on SRE practices, incident response, and operational excellence.

Qualifications

Education & Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

• Six or more years of experience in Site Reliability Engineering, Cloud Operations, or Infrastructure Engineering, including demonstrated ownership of production reliability for a SaaS or hosted platform.

• Experience leading or acting as a senior responder during high-severity production incidents.

Technical Expertise

• Deep, hands-on expertise with Microsoft Azure (compute, networking, storage, identity, and security).

• In-depth knowledge of both Windows and Linux operating systems, including administration, troubleshooting, and performance tuning in production environments.

• Advanced proficiency in Infrastructure as Code (Terraform, ARM, or Bicep) and scripting languages (PowerShell, Bash, or Python).

• Hands-on experience with monitoring, logging, and observability tooling (e.g., Azure Monitor, New Relic, Datadog).

• Experience with containerization and orchestration platforms (Docker, Kubernetes/AKS).

• Working knowledge of CI/CD pipelines and release practices (e.g., Azure DevOps).

• Familiarity with DORA metrics and SLI/SLO/error-budget frameworks, and using them to drive reliability and delivery improvements.

• Experience operating hybrid environments that combine data center, legacy on-premises, and cloud-hosted infrastructure is a plus.

Certifications (preferred, not required)

• Microsoft Certified: Azure Administrator Associate or Azure Solutions Architect Expert.

• Certified Kubernetes Administrator (CKA) is an asset.

Skills & Attributes

• Strong, calm decision-making under pressure during live incidents, with clear written and verbal communication to technical and non-technical audiences.

• High degree of ownership and follow-through, from detection through root cause to prevention.

• Demonstrated integrity, humility, and a desire to learn and grow.

• Comfortable working independently and collaboratively within a team that spans multiple business units.

• High degree of confidentiality concerning Jonas Club and customer business.

Additional Requirements

• Participation in an on-call rotation.

Exciting Benefits we offer:

• Market-leading Salary
• Medical Coverage – Self & Dependents
• Parents Medical Coverage
• Provident Fund
• Employee Performance-based bonuses
• Home Internet Subsidy
• Conveyance Allowance
• Profit Sharing Plan [Tenured Employees Only]
• Life Benefit
• Child Care Facility
• Company Provided Lunch/Dinner
• Professional Development Budget
• Recreational area for in-house games
• Sporadic On-shore training opportunities
• Friendly work environment
• Leave Encashment

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.