The role IFS Site Reliability Engineer (SRE) exists within the Unified Support organization and is part of Build Place Services function. The role forms part of a 24x7x365 team, and reports to Manager Unified Support who is responsible for the operational and people management aspects of the team. All team members provide support to the IFS customer base within the scope of Build Place Services offering. The role handles multiple aspects of case, incident, service request, documentation and change management. Working with multiple internal and external stakeholders related to our supported services
As SRE, you will be responsible for handling technical issues reported by the customers, service requests along with problem and change management as well as knowledge management. This role involves collaborating with various internal and external stakeholders to ensure problem-solution fit, which ultimately lead towards customer success. You will also play a role in development and maintenance of IFS's products and internal systems.
Key Duties and Accountabilities
- Manage an incoming queue of cases, incidents and service requests within SLA, OLA and KPI targets ensuring a high levels of customer satisfaction at all times
- Take ownership of technical issues of customers’ and provide end-to-end resolution
- Collaborate with cross-functional teams to diagnose and troubleshoot complex technical issues
- Utilize technical expertise to develop innovative solutions and optimize product performance
- Continuously enhance product knowledge and be updated with the latest industry trends and advancements
- Accurately analyze and interpret customer’s requirements
- Apply best engineering and architectural concepts
- Participate in comprehensive training to develop expertise in a designated product area and Cloud technologies
- Ensure product performance and maintainability by adhering to IFS’ standards, guidelines, processes and tools
- Test and verify the solutions before proposing them to the customer
- Create and update relevant SOPs, FAQs, and other documentation to address known issues, workarounds, and service requests
- Provide initial RCA for long term, complex or major customer incidents
- Support or execute the implementation of corrective actions from the problem management process.
- Demonstrate proficiency in programming, debugging, and SQL skills
- Help customer on their way to stay evergreen by applying latest Service and Release Updates.
Required Personal Attributes
- Achieve deadlines and targets
- Manage time efficiently and effectively
- Work in international, multi-discipline and cross-functional teams
- Be flexible according to the demands of the role
- Read and understand technical documentation written in English
- Problem-solving skills
- Adapt and respond accordingly based on information gathered during the process
- Business communication skills
- Presentation skills
- Organizational skills
- Multi-tasking skills
- Be a team player with a can-do attitude
- Proactiveness
- Language proficiency in English
- Be a self-learner
- Be accountable for personal work items
Working Environment
- 24x7x365 operation based on a 5-team shift roster.
Required Technical Skills
A desirable candidate will possess at least 3 of the following skills
- Exposure to Oracle Database systems (version 19 or higher)
- Expertise in GitHub and Kubernetes/Docker
- Microsoft SQL Server administration
- Knowledge of object-oriented programming language (C#, .Net framework and Java)
- Exposure to GIT, Bitbucket, GitLab, and Azure Pipelines
- Azure service administration and operations
- Working knowledge of ERP systems
- Usage of ITSM tools in a service desk environment
Furthermore, technical skills on the following will be an added advantage.
- Windows & Linux Server administration
- Terraform/Ansible/PowerShell scripting usage
- GCP administration and operations
- Knowledge of Oracle SQL and PLSQL
Required Qualifications and Experience
Essential
- A university degree or an equivalent professional qualification in Software Engineering, Computer Science, Information Technology or similar
- Understanding on Software Engineering or IT service management methodologies and best practices
- Working directly with customers delivering outstanding customer care
Desirable
- Experience in modern ticket/service desk tooling such as ServiceNow, Jira Service Desk, or similar
- Experience in 24x7 service delivery in an SLA/KPI-driven environment
- Experience in ITIL, ISO 20000, or a similar service delivery framework
- Experience in the provision of cloud computing services or IT service delivery
- Specialist Technical Qualifications, suitable examples:
- Windows Server MCP or Red Hat RHCE 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.
