The IFS Senior Site Reliability Engineer role exists within the global Unified Support organization. The role forms part of a shift team, which reports into a Unified Support manager who is responsible for the operational and people management aspects of that shift. The shifts together form the Unified Support - A&D Industry team who provide 24x7x365 operations support to the IFS customer base across all IFS cloud services. The role handles multiple aspects of incident, service request, problem and change management. Working with multiple internal and external stakeholders related to our supported services.
Although not a role with people management duties, the selected individual will be a senior part of the organization and so will provide mentoring and examples of good practice to the more junior members of the team.
Key Duties:
- Manage an incoming queue of cases, incidents and service requests within SLA, OLA and KPI targets.
- Support the event management team and their work to enhance the related event processes and tools.
- Support the triage team in their work to assess and correctly route incoming incidents and service requests.
- Work with other Service Center functions and appropriate stakeholders to resolve long running, complex or major incidents.
- Create and update relevant SOPs, FAQs and other documentation to address known issues, workarounds and service requests.
- Provide initial RCA for long, complex or major incidents for customer incidents.
- Support the problem management team in performing postmortems, producing incident timelines and identifying corrective actions.
- Support, or perform, the implementation of corrective actions from the problem management process.
- Resolving non-standard requests
- Provide ongoing feedback to improve the service request process.
- Support the automation team in creating and enhancing the tooling and documentation for standard service requests.
- Support the change management process across the service.
- Support the supplier management process across the service.
- Perform operational items within the service transition process for new and updated products.
- Work with other Service Center functions to define and produce various internal and customer reports on a recurring and ad-hoc basis.
Personal Abilities:
- Ability to work to deadlines and targets
- Ability to manage own time efficiently and effectively
- Ability to work in international, multi-discipline, cross-functional teams
- Flexibility to work to deadlines and needs of the role
- Ability to read and understand technical documentation written in English
- Ability to mentor and provide a good role model for junior team members
- Problem-solving skills and the ability to change approach based on information gathered during the process
- Good communications and interpersonal skills
- Strong organizational skills and ability to multi-task
- A positive team player with a can-do attitude
- Excellent verbal and written communication skills in English
- Ability to self-learn and quickly understand new and changing technologies in a fast-moving service driven technology landscape
- Proactivity and ownership of work items in all aspects of the technical and team role
Experience
- Mandatory
- At least 3 years’ experience in cloud computing services, enterprise IT service delivery or an m role
- Demonstrated knowledge of cloud computing services or IT service management methodologies and best practices
- Experience in a modern ticket/service desk tooling such as ServiceNow, Jira Service Desk, or a similar tool
- Experience of 24x7 service delivery in an SLA/KPI driven environment
- Optional Value Add
- Experience in ITIL, ISO 20000, or a similar service delivery framework
- Experience in the provision of cloud computing services or IT service delivery
Technical Skills
- The successful candidate will have at least half of the following skills and for each relevant skill, the candidate should either have 2 years of commercial experience or a suitable professional grade qualification
- Azure service administration and operations
- Networking design and administration
- Oracle database administration
- Microsoft SQL Server administration
- Windows Server administration
- Linux Server administration
- Weblogic Server administration
- Kubernetes/Docker operations and administration
- Terraform/Ansible/Powershell scripting usage
- The following are value add skills if available
- GCP administration and operations
- Working knowledge of ERP systems
- Usage of ITSM tools in a service desk environment
Working Environment
- Role forms part of a 24x7x365, 5 team shift rota.
- Overtime may be offered at busy times.
Qualifications
- Mandatory
- A formal qualification (degree, HND, etc.) in Computer Science, Information Technology or similar.
- Optional Value Add
- ITIL qualifications, at foundation or higher levels
- Specialist Technical Qualifications, suitable examples:
- Windows Server MCP or Red Hat groups of qualifications
- Microsoft Azure, AWS or GCP certifications
- Cisco CC or Juniper JNCP groups of qualifications
- CompTIA group of qualifications
We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.
