Senior Site Reliability Engineer - Unified Support

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.
At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.
We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.
By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.
We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.
If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

The role of Senior Site Reliability Engineer (Senior 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 incident, service request, documentation and change management. Working with multiple internal and external stakeholders related to our supported services.

As Senior SRE, you will be expected to operate independently and 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. 

Although not a role with people management duties, the selected individual will be a senior part of the organisation and so will provide mentoring and examples of good practice to the more junior members of the team.

Key Duties and Accountabilities 

• 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
• Create and update relevant SOPs, FAQs and other documentation to address known issues, workarounds and service requests
• Provide root cause analysis for long, complex or major incidents for customer incidents
• Support the problem management team in performing post mortems, producing incident timelines and identifying corrective actions
• Support, or perform, the implementation of corrective actions from the problem management process
• Provide ongoing feedback to improve the service request process
• Test and verify the solutions before proposing them to the customer 
• 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
• Provide initial RCA for long term, complex or major customer incidents
• Perform operational items within the service transition process for new and updated products
• 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 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 

Working Environment 

• Role forms part of a 24x7x365 operation based on a 5-team shift roster 

Qualifications

Required 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
• Expertise in GitHub and Kubernetes
• Terraform/Ansible/Powershell scripting usage
• Knowledge of object-oriented programming language
• Knowledge of C#, .Net framework and Java
• Exposure to Bitbucket and Azure Pipelines 

The following are value added skills if available

• GCP administration and operations
• Working knowledge of ERP systems
• Usage of ITSM tools in a service desk environment
• Exposure to Oracle Database systems (versions 12 and 19)
• Knowledge of Oracle SQL and PLSQL 

Required Qualifications and Experience

Essential 

• A formal qualification (degree, HND, etc.) in Computer Science, Information Technology or similar
• Understanding on Software Engineering or IT service management methodologies and best practices
• At least 3 years’ experience in cloud computing services, enterprise IT service delivery or an SRE 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
• Working directly with customers delivering outstanding customer care

Desirable 

• ITIL qualifications, at foundation or higher levels 
• 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 

Additional Information

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.