SRE, Tech Support

Job Description

• Responsible for Customer Focused 24*7 Support of Applications and driving SRE Mindset across Productions Support of LIQUIDITY SYSTEMS of
• Bank. The candidate should have a passion for quality customer support service, automation and Agile in all its dimensions and possess a solid track record of Application Support, Proactive Problem Management and stakeholder management. The Candidate should have a background of Engineering to apply Engineering practices into Operations, hence driving team problem solving and critical thinking to resolve production problems in an engineering fashion. The candidate would have a strong knowledge of ITIL, SRE and Agile delivery practices, as well as a disciplined approach to planning, executing and reporting.
• The Candidate will do Situation Management during severe Incidents and own SRE Backlog of team to deliver automation, Client Centric Monitoring, Service as per Service Level Objectives, Quality Incident Triage and Post-mortems, Proactive Problem Management, Application Fixes, CyberSafe application, Stability vs Velocity Balance in Change Management as per SRE Goals established for domain. A Key dimension of this role is bringing continuous improvement culture in the team and bringing automation first attitude of team. The role will require ongoing engagement with Dev, Test, DevOps, BA Teams to drive SRE Efforts and create users first mindset and effectively implement client journeys-based Service Level Deliveries.

RESPONSIBILITIES:

• Effectively manage multiple stakeholder demands and expectations while maintaining quality and delivery of support operations.
• Effectively manage multiple stakeholder demands and expectations while maintaining quality and delivery of support operations.
• Implement Automation and no Toil across SRE onboarded applications and implement self healing of applications.
• Provide quality of Service as per Service Level Objectives and effectively manage Operational Level Agreements with upstream/downstream systems.
• Maintain Change Velocity vs Stability Balance with an effective Error Budget for application.
• Implement Incident Management Practices with Blameless Post-mortems and driving Repeated Incident Themes to closure. Regular review of Alerting, Incidents and reducing their end user business impacts.
• Engages with Dev Leads, Test Leads and architects to determine strategic direction in terms of application supportability
• Evaluates and implements new technologies personally, in line with bank strategy
• Documents and publishes standards and procedures
• Keeps current with new practice and technical developments for potential use as solutions to requirements
• Identifies and recommends new technology or practices that will add value to the organization in terms of performance and cost
• Undertakes continuous improvement for the practice and domain internally and within federated teams

GENERAL SKILLS:

• Established professional with 8 to 10 more years working across the Productions Support or Operations Engineering Manager
• Communicator with ability to lead and influence direction and strategy of support organization.
• Self-starter, capable of working without direction and able to deliver customer obsessed support.
• Excellent problem analysis and resolution abilities.
• Ability to write support strategy and execution plans essential.

SPECIFIC SKILLS:

• The ability to articulate Incident Impact, document RCAs, and provide management summary information, Incident Advisories and Incident Triage with various teams in bank.
• Strong knowledge in UNIX commands with shell scripting
• Strong knowledge in Oracle (11g or higher) PLSQL ability to debug packages stored procedures.
• Strong knowledge in Data stage 11 or higher.
• Knowledge in Java would be an added advantage.
• Control-M scheduling tool
• An understanding of Unix and Windows host operating systems, networking and related logistics.
• Familiarity in Devops, ITRS, Agile, Cloud, DevOps, Containers etc would be an added advantage.

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Keyskills :
quality of serviceteam problem solvingcontinuous improvement cultureservice levelcustomer focusproblem solvingcustomer supportproblem analysis