Jobs / Spain / Sanofi US Services INC
Incident Management Reliability Engineer
Sanofi US Services INC · 🌍 Barcelona
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About the role
• Location: Barcelona, Spain About the Job As an Incident Management Reliability Engineer within our Service Quality team, you'll play a pivotal role in safeguarding the stability and resilience of critical IT services that support a global biopharmaceutical company dedicated to improving patients' lives. Sitting at the heart of Sanofi's Digital organization, you'll blend deep incident management expertise with reliability engineering principles to minimize disruptions, accelerate recovery, and continuously raise the bar on system performance. This is more than keeping the lights on — it's about transforming every challenge into an opportunity for growth, and ensuring that the technology powering life-changing medicines never misses a beat About Sanofi Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health, committed to chasing the miracles of science to improve people's lives. Our team, across some 100 countries, is dedicated to transforming the practice of medicine by working to turn the impossible into the possible. We provide potentially life-changing treatment options and life-saving vaccine protection to millions of people globally, while putting sustainability and social responsibility at the center of our ambitions At Sanofi, we believe our people are our greatest strength, and we are committed to creating an inclusive environment where diverse perspectives drive innovation. Our values — Aim Higher, Act for Patients, Be Bold, and Lead Together — guide everything we do Main responsibilities: Incident Management • Partner Lead end-to-end management of Major Incidents (P1/P2), ensuring timely resolution and clear stakeholder communication • Serve as Serve as command centre lead during critical outages, coordinating seamlessly across technical and business teams • Maintain accurate and detailed incident documentation — root cause, timeline, and resolution steps • Drive post-incident reviews and ensure action items are implemented to prevent recurrence • Uphold consistent communication and escalation processes aligned with ITSM best practices (ITIL) • Provide technical leadership and guidance during major incidents, challenging and validating diagnosis, troubleshooting approaches and proposed resolution actions to improve the quality and speed of technical decision-making • Bring the right technical expertise together, facilitate cross-functional troubleshooting, and help teams identify and resolve complex technical issues, particularly during high-severity and business-critical outages • Drive a structured, AIOps and data-driven approach to diagnosis and resolution, ensuring that technical teams remain focused on restoring service while maintaining appropriate risk controls Reliability Engineering • Partner 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 targeted reliability improvement plans • Contribute to capacity planning, change reviews, and failure mode analysis to anticipate and mitigate risks • Define and track SLOs/SLIs/SLAs to measure and communicate service health Continuous Improvement • Collaborate 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 • Shape the evolution of the Major Incident Process, embedding best practices across the organization About you: • Experience: 8+ years in incident management, reliability engineering, or a related IT operations discipline • Technical skills: