Software Engineer

IBM is seeking an engineer to strengthen the incident management foundation supporting Confluent Cloud. This role combines hands-on ownership of operational tools with incident data analysis, helping engineering teams respond effectively and use reliable information to improve service resilience.

About The Company

At IBM Software, we transform client challenges into solutions by building AI-powered, cloud-native products that shape business and society. Our history of innovation offers IBMers opportunities to learn, grow, and make an impact around the world. Software teams work across technologies, partners, and industries to design, develop, and deliver products that support digital transformation. With a culture grounded in curiosity, collaboration, and continuous learning, IBM Software gives employees the opportunity to contribute to products and technologies with global reach.

About The Role

Confluent Cloud processes millions of events per second across AWS, Google Cloud Platform (GCP), and Microsoft Azure. When incidents occur, the systems and processes behind response must reliably notify the right people, track each incident through resolution, and capture useful information for future analysis. As an Incident Management Tooling and Reliability Engineer, you will own and improve this operational foundation, with primary responsibility for PagerDuty and Rootly.

Approximately 75% of your time will be focused on hands-on engineering, including configuration, automation, integrations, and data quality. The remaining time will involve partnering with engineering teams and incident commanders. You will join Cloud Architecture and Reliability – Supportability, a horizontal team responsible for reliability standards and tooling across engineering. The global team uses follow-the-sun coverage and structured handoffs to support sustainable working hours.

Qualifications

Required qualifications include at least four years of experience in site reliability engineering (SRE), production operations, DevOps, or a related engineering role; practical administration experience with incident or on-call tools such as PagerDuty, Rootly, Opsgenie, or incident.io; and proficiency in Python, Go, or a comparable language for scripting and API integrations. You should also bring strong SQL and data analysis skills, experience building dashboards with tools such as Looker, Grafana, or Tableau, and hands-on experience with at least one major cloud platform: AWS, GCP, or Azure.

Clear written communication is essential for producing runbooks, defining metrics, and preparing reports for engineering leaders. Familiarity with incident severity frameworks, post-incident reviews, service-level objectives (SLOs), and error budgets is preferred, as is experience serving on call or as an incident commander. Experience with BigQuery or another cloud data warehouse, Kafka, or distributed systems is also an advantage.

Applicants must be authorized to work in Canada without sponsorship. The role involves technology covered by export regulations and sanctions. Foreign nationals from sanctioned countries and regions identified in the applicable regulations who are working under a permit are not eligible for this position.

Responsibilities

Own and maintain Rootly and PagerDuty configurations, including workflows, escalation policies, schedules, services, form fields, and severity definitions. Build and support integrations across Rootly, PagerDuty, Jira, Confluence, Slack, and the service catalog. Define and document consistent incident metrics, including mean time to detect (MTTD), mean time to mitigate (MTTM), mean time to resolve (MTTR), and incident volume by severity, team, and root cause.

Create dashboards and recurring reports that reveal incident trends, repeat issues, and detection gaps. Audit incident records for missing or inconsistent information, and automate corrections where practical. Support incident commanders and on-call engineers with tooling guidance, onboarding, and documentation. Develop vendor API automations that reduce manual work and improve incident response processes.

Benefits

This full-time role offers the opportunity to work with a global engineering organization, contribute to reliability practices across multiple teams, and develop expertise in cloud operations, incident management, and data analysis. IBM’s learning-focused culture supports ongoing professional growth. Compensation is based on a full-time schedule; the final salary within the applicable range will depend on job-related skills and experience.

Equal Opportunity

IBM is committed to providing equal employment opportunities. Employment decisions are made without discrimination and in accordance with applicable laws and regulations. IBM values diverse perspectives and seeks to create an inclusive workplace where employees can contribute, learn, and grow.