Site Reliability Engineer II

Supports the stability and live operations of EA SPORTS FC Mobile across pre-production and production environments. It combines environment monitoring, first-line incident response, AI-powered monitoring and operations tooling, and knowledge and process development. The position reports to the Technical Director and works within a global team that develops and operates a high-quality mobile football game.

• Monitor client and server stability across pre-production and production environments, including crashes, ANRs, error rates, key performance metrics, service health, core gameplay flows, and infrastructure status.
• Use Firebase, Grafana, Sentry, Splunk, VictoriaLogs, and VictoriaMetrics to identify abnormal trends and correlate metrics, logs, and error events.
• Identify and drive improvements to alert noise, monitoring gaps, missing telemetry, and recurring issues, and continuously optimise dashboards and alerting rules.
• Provide stability support during release windows and major esports events.
• Act as a first-line responder for live incidents, following Incident Runbooks for investigation, communication, escalation, and recovery, and providing updates on impact, investigation progress, mitigation actions, and recovery status.
• Follow approval processes and Runbooks to perform mitigation actions such as restarts, failovers, configuration changes, and Kill Switch activation, confirming authorisation, risks, and rollback plans before execution.
• Maintain complete operational records for post-incident review and audit purposes, and escalate promptly to service owners, development teams, or infrastructure teams in accordance with the Escalation Policy when an issue falls outside authorised scope or Runbook.
• Build AI-powered live monitoring, alert analysis, and operations support tools, including internal AI Agents, MCP tools, knowledge bases, prompts, evaluation cases, and runtime configurations.
• Integrate data sources and APIs from monitoring, logging, and collaboration platforms to automatically collect and correlate metrics, logs, and error information, and turn repetitive health checks, anomaly summaries, impact analysis, and incident context collection into automated workflows.
• Evaluate the accuracy of AI-generated analysis and reduce false positives, false negatives, and non-applicable recommendations.
• Develop knowledge bases covering client data flows, service architecture, key dependencies, error codes, and metric catalogues, along with dashboard guides and troubleshooting documentation, and convert incident insights into applicable Runbooks.
• Work with development teams to complete the handover and acceptance of dashboards, alerts, and Runbooks, and drive documentation updates after feature releases.
• Track incident action items and lead responsible teams to deliver long-term fixes.

• A degree in computer science or a related field, or equivalent technical capability with three or more years of experience in SRE, operations, production support or technical support roles.
• Familiarity with Kubernetes, containers, cloud platforms, and microservices architecture.
• Foundational development skills in Go, Python, or another programming language, with the ability to integrate APIs, write automation scripts, and maintain internal tools.
• Familiarity with Prometheus, ELK, Grafana, Sentry, Splunk, VictoriaLogs, VictoriaMetrics and Firebase.
• Basic knowledge of large language models, AI Agents, prompting, RAG, or MCP, with the ability to validate the reliability of AI-generated output.
• Read technical documentation in English and communicate in writing with global development and operations teams.
• Willing to participate in shift rotations, release support, and on-call coverage.

• Hybrid in Kuala Lumpur

EA SPORTS FC is one of the largest sports entertainment platforms in the world, redefining football with genre-leading interactive experiences and connecting a global community of fans to The World's Game through innovation and unrivalled authenticity. The team's culture emphasises creativity, respect for autonomy, collaboration, passion, innovation, and openness to possibilities, and it promotes a healthy work-life balance.