Site Reliability Engineer

The Site Reliability Engineer role exists within the global Unified Support organization. The role forms part of the Cloud team, which reports to a Unified Support manager who is responsible for the operational and people management aspects of that shift. This role requires standard working hours in Japan. Will need to work closely with the Cloud team that is running on a 24/7 shift. The role handles multiple aspects of incident and service requests. Working with multiple internal and external stakeholders related to our supported services.

Primary job role:

• 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 quality customer experience through clear communication, precise management of expectations and good customer focused service delivery.
• 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, or perform, the implementation of corrective actions from the problems.
• Resolving non-standard requests
• Provide ongoing feedback to improve the service request process.
• Perform operational items within the service transition process for new and updated products.
• Work with other Support functions to define and produce various internal and customer reports on a recurring and ad-hoc basis.
• Monitoring environments for capacity issues and responding to alerts.

Taking ownership of infrastructure changes by planning and monitoring throughout the process

Requirements

Qualifications

A formal qualification (Degree, HND, etc.) in Computer Science, Information Technology or similar.

Technical Abilities and Experience

• WebLogic and/or other Web Application Server administration including Java debug/fault finding at the server/JVM level.
• Experience in Linux or Windows Server administration.
• Knowledge of Microsoft SQL Server and/or Oracle administration.
• Knowledge and experience with backups, patching and server maintenance.
• 1-2 years experience in Enterprise IT service delivery or an SRE role.
• 1-2 years of Microsoft Azure and/or AWS Experience including administration and operations.
• Experience of using ITSM tools in a service desk environment.
• Experience in a modern ticket/service desk tooling such as ServiceNow, Jira Service Desk, or a similar tool.
• Experience of 24x7 service delivery in an SLA/KPI driven environment.
• Experience in ITIL, ISO 20000, or a similar service delivery framework would be advantageous.
• Proven experience in the provision of cloud computing services and/or IT service delivery

Personal Abilities

• Be fluent in interpersonal and communication skills in the English language and Japanese languages, both written and verbal skills being essential to the success of this role
• Ability to manage own time efficiently and effectively.
• Ability to work to deadlines and targets.
• Ability to work in international, multi-discipline, cross-functional teams.
• Proactive in all aspects of the technical and team role.
• Excellent verbal and written communication skills in English.
• Ability to read and understand technical documentation.
• Ability to convey ideas and needs to technical and non-technical audiences.
• Problem-solving skills and the ability to change approach based on information gathered during the process.
• Effective use of multiple types of resources to identify and resolve support cases.
• Strong organizational skills and ability to multi-task.
• A positive team player with a can-do attitude.
• Proactive ownership of work items in all aspects of the technical and team role.

Ability to self-learn and quickly understand new and changing technologies in a fast-moving service driven technology landscape.

Additional/Optional:

• ITIL qualifications, at foundation or higher levels
• Specialist Technical Qualifications, suitable examples:
  • Windows Server MCP or Red Hat RHCE groups of certifications
  • Microsoft Azure, AWS or GCP certifications
  • Cisco CC or Juniper JNCP groups of certifications

CompTIA group of certifications