Job Description
Responsibilities include:• SRE duties for the relevant squad, Snowflake or Flexera, providing engineering support for observability and enhancements to the overall functionality of the ITSM platforms.• A commitment to understanding ITSM’s range of products with a view to specializing in one or two of them and contributing to their documentation.• Identification and prioritization of technical debt that can impact client satisfaction or operational efficiency.• Delivery of improvements that will maximize the availability and performance of supported systems through optimized and automated operational tasks, collaborating on the development of operational tools, ongoing problem management, and architecture reviews with colleagues.• Troubleshooting system issues (both Linux and Windows environments), collaborating with others to resolve issues and agree on lasting improvements that can be made.• Exploring and delivering observability including metrics, logging, tracing, and alerting that can define and measure the target reliability of a product.• Being sensitive to clients ‘needs, (i.e. the Firm’s internal community of developers, software engineers and end user community) in a way that is complimentary to them maximizing their development productivity, including troubleshooting issues they might have when using our department’s products.• Serve as the connection between product delivery team members and operational team members with a view to growing their proficiency in handling issues with lower rates of escalation.• Being dependable and responsive during agreed hours and participate in an on-call rotation, and occasional scheduled work outside of the normal work hours with the rest of the global team (with a time-off in lieu system).• Give feedback on policy and procedures related to the delivery of SRE and operational practices with a view to continually making the Firm safer and more efficient.Skills required: The ideal candidate would have:• Either Microsoft Windows Server administration experience• Windows and Unix troubleshooting skills.• Powershell development skills• Implementation, operational support and use of Flexera in a Windows environment or similar products (SCCM, Tanium, etc)• Microsoft SQL Server DB Administration with T-SQL skills or• Development skills in any programming language• Advanced Linux troubleshooting skills• Implementation, operational support and use of Snowflake in a cloud environment• Strong SQL skills and DB operations knowledgeSkills desired:• Development experience, although this can be acquired by the successful candidate via on-the-job exposure and via training.• Exposure to SRE environment concepts and common tools.• Have worked in a L3 user facing technical support role with ability to troubleshoot beyond scripted responses.