• Own SLI/SLO/SLA definitions for the Akuity SaaS platform and drive continuous improvement against them • Design, instrument, and maintain observability systems (metrics, logs, traces) across multi-region AWS infrastructure • Identify reliability gaps, lead blameless post-mortems, and close the loop with permanent fixes • Partner with engineering teams to build reliability into new features before they ship to production • Participate in an on-call rotation and act as incident commander for high-severity production events • Build and maintain runbooks, escalation paths, and incident playbooks that keep mean time to resolution low • Drive improvements to alerting fidelity; reduce noise, increase signal, eliminate toil • Lead post-incident reviews with clear timelines, root cause analysis, and follow-through on action items