Unified Support - Site Reliability Engineer - SRE (EURA)

Company Description

IFS is a billion-dollar revenue company with 5000+ employees on all continents. We deliver award-winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters–at the Moment of Service.

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 accept that there are so many different perspectives in this world. 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.

If you want to change the status quo, we'll help you make your moment.

Join Team Purple. Join IFS.

Job Description

Job Description 

The IFS Site Reliability Engineer role exists within the global Unified Support organization. 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. The role forms part of an on call team, which reports into a Unified Support manager. The Unified Support -Service Operations team provide 24x7x365 operations support to the IFS customer base across all IFS cloud services.

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. 

Responsibilities: 

• Manage an incoming queue of cases, incidents and service requests within SLA, OLA and KPI targets within the Unified Support team operating in a three shift pattern (early, day and nightshift)
• 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 post-mortems, 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. 
• 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. 
• Mentor junior team members
• Be on call to support shift teams and respond to incidents and emergencies

Qualifications

Qualifications: 

• Academic degree or formal qualification in Computer Science, Information Technology or similar
• At least 4 to 5 years’ experience in cloud computing services, enterprise IT service delivery or a similar role with good knowledge in methodologies and best practices. 
• The ideal candidate will have at advances knowledge of 1/3 to 1/2 of the following skills:
  • Mircosoft Azure service administration and operations (or AWS) AND / OR
  • Networking design and administration AND / OR
  • Oracle database administration AND / OR
  • Microsoft SQL Server administration AND / OR 
  • Windows Server administration AND / OR
  • Linux Server administration AND / OR
  • WebLogic Server administration AND / OR
  • Kubernetes / Docker operations and administration AND / OR 
  • Terraform / Ansible / PowerShell scripting usage AND / OR

• Experience in a modern ticket / service desk tooli