The Job
- Monitor critical Infrastructure services and ensure the services are operational with high availability
- Measure and optimize system performance, with an eye toward pushing our capabilities forward, getting ahead of customer needs and innovating to continually improve
- Conduct Major Incident Management-including problem detection, outage status communication and resolution. Engage L2/L3 SREs to drive, triage and fix issues
- Conducting Change Control Board meetings
- Conducting Problem Management - drive root cause analysis and tracking corrective and preventive actions
- Engage with platform teams to refine the critical services and strengthen monitoring and alerting mechanisms
- Identify pattern of issues, build remediation with respective platform teams
- Toil reduction by automation (eg: Ansible, PowerShell, Python, Terraforms etc)
- Follow SOPs to remediate problems.
- Communicates effectively on risks, issues and changes associated to Critical Infrastructure services with stakeholders
- Responsible for capturing and reporting key metrics such as QoS, Uptime, MTTR, MTBF while keeping an eye on performance
- Help define Service Level Indicators and Objectives to stay above the committed SLA
- You will leverage existing monitoring and alerting tools like Dynatrace, Splunk, CloudWatch, Grafana, SumoLogic, OpsGenie for betterment of response times
- Documenting Tribal Knowledge and create/maintain the KB/SOPs
- Providing 24/5 support and on-call during weekends and holidays.
- Demonstrate Ownership and accountability.
Qualifications Skills required.
This is a critical service delivery role requiring experience with complex datacenter and cloud hosting environments. Pitney Bowes Infrastructure services leverage multiple technologies in complex data center and cloud environments that hosts multi-tiered revenue generating products and business applications. The role demands a self-directed and self-motivated individual with strong work ethics and the following skills:
- Graduate or Post-Graduate (preferably in computer science or related course)
- 4-6 years relevant SRE experience with Infrastructure support services.
- Excellent command over English both written and spoken.
- Hands on experience in measuring and reporting KPIs to leadership team.
- Good to have infrastructure as code experience (Ansible, Terraform, CloudFormation)
- Hands on experience in scripting languages (shell scripts, Perl, Python, PowerShell)
- Experience with any one of these tools - Grafana, Dynatrace, Splunk, Cloudwatch, SumoLogic and OpsGenie
- Strong analytical and troubleshooting/debugging skills
- Experience with JIRA, JSM, Confluence
- Working experience Agile Scrum methodology
- Strong cross-functional collaboration skill is mandatory - with teams like Product Development, Call Center, Professional Services, Field Services, including Sr. leadership.
- Strong analytical skills with great attitude is a must
- Sense of personal responsibility and accountability for delivering high quality work, in an ever changing dynamic environment
