Service Reliability Engineer

Location: Bogota

Job Title

Service Reliability Engineer

About the Department:

Platform eXcellence, Test Systems & Customers (XTC) organization provides test system services and support to both the Engineering Community & external customers, on complex cross-division and cross-site projects.

Test & Platform Services (TPS) department, a subpart of XTC, provides functional and technical support for all test systems:
Customer Facing Test Systems (CFTS), training system (SKL) and Internal Test Systems (ITS). The TPS teams handle incidents and problems, do the functional and response time monitoring, but also configuration change requests on all Test Systems.

Summary of the role:

In this position, you will be part of the global Test Systems Operations team. Based in Bogota, you will work in a follow-the-sun setup to guarantee the stability of the systems for our customers but also for our internal communities, striving for the highest possible level of service and aiming at progressively raising the bar. Change, incident, and problem management will be the cornerstone of your work.

But beyond this, you will ensure our processes are progressively improved through opportunity identification, analysis, and solution development. Many of these solutions will involve developing and implementing automation.

In this role you'll:

Incident Management

* Perform first and second level error analysis and recovery in a timely manner

* Investigate and provide the complete Root Cause Analysis on resolution or while escalating to the next level of investigation.

* Ability to relate technical issues to functional impacts and explain these relationships to whom might need it.

* Update and coordinate handover calls

* Provide IMR and PMR input

* Attend regular support meetings for example PMR meetings and follow up on the action items given to TST

* Shall be able to solve the issue and shall bring problem management aspects to the resolution.

Change Management

* Perform all software loads and changes on the various systems and verify the results

* Support and execute activities around the Capture Restore cycles (to copy production data in test systems)

* Provide infrastructure support and drive server upgrades/maintenance.

Improvements, Automation & Processes

* Independently support all projects and implementations

* Analyse improvement possibilities in the different processes used during the daily tasks, including estimating potential savings as well as most pragmatic way of implementing these

* Work to improve various process including software release cycle by automating, suggesting agility or quality driven improvements.

* Automate the change and incident handling process to save effort on handling recursive tasks.

* Review and verify implementation plans

* Ability to participate in some of the tasks necessary to put automation in place: analysis, requirements gathering, development, rollout and implementation, maintenance and addition of new features.

* Produce troubleshooting guides and OPROC's

* Contribute to continuous learning, knowledge sharing and procedure documentation for the team.

* For experienced people, provide training to junior team members

About the ideal candidate:

* Engineering Diploma or equivalent work experience.

* Good understanding of ITIL processes

* Knowledge and practical exposure to IT operations, ideally in mission-critical environments.

* Project Management Fundamentals:
Knowledge of the different aspects of a project and how they are applied

* Good knowledge of Operating Systems such as Linux / Unix:
Operational support and Infrastructure support experience + minimum 3 years of Hands-on experience in Linux administration

* Knowledge of standard automation tools:
Jenkins, Ansible, Python, Git, HP Fortify

* Good scripting skills for automation in one or more of the following languages:
Ansible, Python

* Knowledge of Dev Ops fundamental concepts and tooling, CI/CD

* Experience in implementing measurements and alerting in complex environments using standard tools like:
Elastic Search, Kibana, Splunk Grafana, Prometheus, Thanos, Argos, Service Now

* Well versed with the cloud concepts and offerings of major cloud providers like AWS/Azure or…