Platform Engineer I

## About Blackhawk Network Today, through BHN’s single global platform, businesses of all kinds can tap into the world’s largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN’s network spans the globe with more than 400,000 consumer touchpoints. Learn more at BHN.com. **Hybrid flexibility:** At Blackhawk Network, you’ll enjoy the best of both worlds—focused remote work plus in-person collaboration at our Coppell, TX office. This rhythm gives you the tools, connection, and autonomy you need to make a real impact. ## Overview Our Operations Command Centre (OCC) is looking for a Platform Engineer with strong technical foundations, exceptional problem-solving ability, and a passion for building reliable systems. This is not a traditional Platform Engineering or NOC role. You'll split your time between engineering solutions and operating our production platforms—maintaining the health of BHN's production services while building the automation, observability, and AI-driven capabilities that make incidents less frequent, easier to diagnose, and faster to resolve. As part of the OCC, you'll play an active role in Major Incident Management, partnering with engineering teams to diagnose and restore production services during critical incidents. Outside of incident response, you'll build dashboards, improve monitoring, develop automation, analyse operational data, and engineer intelligent tooling that continuously improves platform reliability. This role provides exceptional exposure to large-scale distributed systems, cloud infrastructure, Kubernetes, CI/CD, observability platforms, automation, AI-assisted software development, and production engineering. If you're naturally curious, enjoy solving complex technical problems, and want to accelerate your engineering career, we'd love to hear from you. ## Responsibilities ## Major Incident Response & Production Operations - Participate in the 24×7 on-call rotation supporting BHN's production platforms. - Monitor production health using modern observability platforms. - Lead or support Major Incident bridges, coordinating technical teams during high-severity production incidents. - Perform technical triage, identify probable causes, and drive rapid service restoration. - Communicate clearly with engineers, leadership, and business stakeholders throughout incidents. - Lead post-incident reviews focused on learning and continuous improvement. - Identify recurring operational pain points and engineer permanent solutions. ## Platform Engineering & Automation - Develop automation that reduces manual operational effort. - Build internal engineering tools that improve developer productivity and platform reliability. - Create dashboards, alerts, health scores, and operational insights. - Improve CI/CD pipelines and deployment safety. - Automate operational workflows and repetitive tasks. - Build self-service capabilities for engineering teams. - Develop auto-remediation and self-healing capabilities. - Continuously improve platform reliability through engineering rather than manual intervention. ## Observability & Reliability Engineering - Design alerts that detect customer-impacting issues early while minimising alert fatigue. - Improve platform visibility through metrics, logs, traces, and dashboards. - Analyse production behaviour to identify reliability improvements. - Develop operational KPIs and engineering health metrics. - Define and measure Service Level Indicators (SLIs) and Service Level Objectives (SLOs). - Use operational data to drive engineering decisions and improve platform resilience. ## AI Engineering & Intelligent Operations - Use AI-assisted software development t…