Site Reliability Engineering Support Lead

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Role & responsibilities:

• Taking end-to-end Ownership of Application Support for Production Systems Issues resolution.

• Implementing, monitoring, and maintaining CI/CD frameworks

• Developing new capabilities, coordinating implementation across a large number of teams including infrastructure, developer tools and information security

• Influencing a culture of Site Reliability Engineering. Engaging in training and mentoring to help develop other engineers with SRE mind set

• Providing the first line of after-deployment technical support at L1 and L2 level for applications and and/or associated production systems diagnostics, and network health monitoring.

• Coordination and/or for deploying hands-on fixes, patches and software updates at the application level, and as appropriate at the network level.

• Managing a team of technical support engineers who provide technical support to users.

• Escalating complex problems to the L3 level of expertise within organization, along with observations from investigative and diagnostic assessments.

• Co-ordinating in the investigation of repeated technical issues affecting user system and seeing through to resolution.

• Escalating, resolving, guiding team, and tracking production incidents to closure.

• Monitoring and tracking issue/incident tickets, through service desk and other channels, and researching, diagnosing, troubleshooting, and identifying solutions to resolve system / application issues, in a timely manner, while ensuring service level requisites (SLAs) are met or exceeded on the better side.

• Providing some periodical and/or emergency support (i.e. on-call support), as may be needed from time-to-time.

• Planning, testing, and driving execution of system contingency for Production systems to ensure availability.

• Understanding and driving impact analysis to identify the root cause of production issues.

• Using ServiceNow or any other tool.

• Testing from an Operations and availability perspective. Reviewing of releases for operational gaps and test the same to ensure a smooth rollout.

Preferred candidate profile:

• Solid SRE process experience

• 5+ years of Leading high-performance, 24x7, DevOps or SysOps team

• Proficiency in Windows administration, Office 365, Exchange, SharePoint, Active Directory, Backup, Networking and Infrastructure.

• Experience with Microsoft OS Windows & Server.

• Experience in ticket tracking and resolving on time.

• Hands-on experience on ticketing tools (ServiceNow)

• Excellent verbal, written, presentation and interpersonal communication skills.

• Ability to make complex technical matters easy-to-comprehend for non-technical persons.

#LI-OD1

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