What are the responsibilities and job description for the Incident Management Reliability Engineer position at sanofi?
Our Team: Service Quality cultivates a culture of service excellence where quality is more than a benchmark – it's a shared purpose. Through synergistic collaboration, advanced monitoring, and empathetic customer advocacy, we strive to elevate every interaction and transform challenges into opportunities for growth. Main responsibilities: The Incident Management Reliability Engineer is responsible for ensuring the stability, resilience, and reliability of critical IT services. This role combines strong incident management expertise with reliability engineering principles to minimize disruptions, drive rapid recovery from major incidents, and continuously improve system performance and availability. Incident Management Lead the end-to-end management of Major Incidents (P1/P2), ensuring timely resolution and effective stakeholder communication. Act as command centre lead during critical outages, coordinating across technical and business teams. Ensure accurate and detailed incident documentation, including root cause, timeline and resolution steps. Drive post-incident-reviews and ensure action items are implemented to prevent recurrence. Maintain consistent communication and escalation processes aligned with ITSM best practices (e.g. ITIL) Reliability Engineering Collaborate with service owners and platform teams to enhance service reliability, observability, and fault tolerance. Implement proactive monitoring, alerting, and automated recovery mechanisms. Analyse incident trends and develop reliability improvement plans. Participate in capacity planning, change reviews, and failure mode analysis to anticipate and mitigate risks. Develop and track SLOs/SLIs/SLAs to measure service health and performance. Continuous Improvement Partner with problem management to identify recurring issues and lead root cause elimination initiatives. Automate operational tasks and enhance service recovery using scripts, runbooks, and AIOps tools. Contribute to the evolution of the Major Incident Process, ensuring best practices are embedded across the organization. Key Performance Indicators Mean Time to Resolve (MTTR) and Mean Time to Detect (MTTD). Reduction in number and impact of recurring incidents. Adherence to SLA/SLO targets. Completion rate of post-incident actions. Stakeholder satisfaction and transparency during incidents. About you Experience: 8 years' experience. Preferred Certifications: ITIL v4 or Service Operations certification. SRE Foundation / Practitioner certification. Cloud certifications (AWS, Azure, or GCP). Incident Command System (ICS) or equivalent leadership training in crisis response. Soft skills: Communication (verbal and written). Technical skills: Virtualization Cloud Technologies Database Networking Containerization Automation Middleware/Scheduling Infrastructure as code Languages: English Pursue progress, discover extraordinary Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people. At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity. Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com! Pursue progress, discover extraordinary Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people. At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity. Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com! Global Terms & Conditions and Data Privacy Statement We are an R&D driven, AI-powered biopharma company committed to improving people’s lives and creating compelling growth. Our team is guided by one purpose: we chase the miracles of science to improve people’s lives. We want to build a healthier, more resilient world, and turn the impossible into the possible by discovering, developing, and delivering medicines and vaccines for millions of people around the world. Discover more about us visiting www.sanofi.com or via our movie We are Sanofi Start a career that makes a difference. Reinvention is in our DNA. It’s what drove our evolution from a small French enterprise to one of the world’s leading biopharma companies. Whether it’s using AI to shorten drug-discovery times or building trust in healthcare, you could be helping our teams make life better for patients, partners, and communities. This is where you grow your career. We open the door for you to explore new opportunities, push your limits, and connect with people who are driven by a shared purpose: we chase the miracles of science to improve people’s lives.