Associate Site Reliability Engineer

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

Associate Site Reliability Engineer (SRE – US ITAR) 

United States: Remote job role

The IFS Associate Site Reliability Engineer exists within the global Cloud Operations organization. The role forms part of a team, which reports into a Cloud Services manager who is responsible for the operational and people management aspects of the team. The team provides 24x7x365 operations support to the IFS customer base who have subscribed to the IFS Cloud Services for ITAR (International Traffic in Arms Regulations). The role handles multiple aspects of incident, service request, problem, and change management, as well as working with multiple internal and external stakeholders related to Cloud Services for ITAR.  At times, the need to aid other areas of the global Cloud Services team will also be necessary.

Although not a role with people management duties, the selected individual will typically have an area(s) of technical expertise that not all members on the team share. Mentoring, handling escalations, writing documentation, promoting best practices, and taking a primary role in shared team initiatives will be required. At times, working with other members of the larger Cloud Operations organization, Application Support, R&D, Consulting, other groups within IFS, as well as external vendors will also be required.

Work performed is subject to ITAR compliance.  Strict adherence to established processes is critically important to executing job responsibilities for maintaining compliance.

Key Duties

• 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.
• 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
• Deliver a top tier customer experience through clear communication, precise management of expectations and good customer focused service delivery
• Lifecycle management (creating, updating, deleting, etc.) of Knowledge Articles, FAQs, SOPs and Job Aids for the documentation library
• Work with the Problem Management team to perform and provide Root Cause Analysis activities for customer incidents (which includes postmortems, incident timelines, including identifying and implementing corrective actions)
• Support the implementation of corrective actions from the problem management process
• Manage scheduling of future dated activities while understanding the time specific resource limitations of the team
• 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
• Support the change management process across the service
• Support the supplier management process across the service
• 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

Personal Abilities

• Ability to manage own time efficiently and effectively
• Ability to work to deadlines and targets<