Site Reliability Engineer, Incident Management

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

The Site Reliability Engineer - Incident Management, has the responsibility of monitoring, maintaining and managing entire Qualys infrastructure and services installed at different data-centers. When there is any malfunction in Product/Services, the Site Reliability Engineer- Incident Management technician Monitor, troubleshoots, repairs and gets the Service/system back up as quickly as possible. Ensure maximum possible service availability and performance, provide support services for Engineering and other technical teams and to collaborate for quicker resolution. End to end Incident management, Documentations and task Automation are also part of responsibility.

Responsibilities:

Monitor the performance and capacity of computer systems using a variety of tools. When an issue is identified, Site Reliability Engineer- Incident Management works to determine the cause of the problem. Responsible for basic troubleshooting platform/product issues to isolate the problems and take appropriate action to resolve. Check performance with Splunk/Grafana/Kibana. Manage PagerDuty. Also help in task automation wherever possible/applicable. Ensure creation and timely resolution to incident tickets tracking and resolution of the incident. When a problem impacts Product (SaaS) or Any (IT) services, Site Reliability Engineer- Incident Management works to triage or troubleshoot the problem,

Site Reliability Engineer- Incident Management must carefully track and document all issues and resolutions in detail on the ticketing tool / documentation tools. This increases the knowledge base of the Site Reliability Engineer- Incident Management and is a record of the health of the system. When problems are too large or complex for quick troubleshooting, Site Reliability Engineer- Incident Management must escalate the issue to management, other IT resources or 3rd party vendors for assistance in reaching a resolution. Site Reliability Engineer- Incident Management maintain ongoing communication within the team and externally, to keep all stakeholders aware of relevant info, known issues and the steps being taken in summary format. Site Reliability Engineer- Incident Management team will operate 24*7*365 days. Monthly shift rotation basis (*depend on requirement).

Required Skills

One to Two years IT Operations (Infra/System admin/Linux) or equivalent experience/certification (Fresher can apply).

Knowledge or familiarity of Monitoring and other integration tools like Splunk, Prometheus, Grafana, Kibana, PagerDuty, Runscope (good to have any of the knowledge) and Jira /ServiceNow tool for Incident Management.

Good experience (or familiarity) with ITSM main functions and usage of tools.

Very good understanding of Incident Management (IM) processes and ability to drive Incident process (IM ticket).

Strong interpersonal skills and have the ability to interact with all levels of employees in a professional manner.

Certifications is highly recommended with a strong knowledge of computer functionality. Any technical certification on Linux, System Admin, VMware, IT Security or certification in the area of ITSM/ ITIL will be an added advantage. Knowledge of DevOps/SRE (basics) , Python, Cloud will be also good to have