Job Description

The IFS 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. This position can sit 100% remote within the United States.

This position requires specific Oracle DBA skills as listed:

• Daily DB Operations
• Backup Solutions
• Performance Tuning
• Disaster Recovery
• Monitoring
• Automation and Tooling

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
• Flexibility to work to deadlines and needs of the role
• Ability to work in international, multi-discipline, cross-functional teams
• Proactivity in all aspects of the technical and team role
• Ability to mentor and act as a positive role model for other team members
• 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. all provided resources to identify and work a support issue. (Knowledge Base, internal Subject Matter Experts, Vendor specific resources Internet based resources to documentation, teams,
• Strong organizational skills and ability to multi-task
• A positive team player with a can-do attitude
• Proactivity and 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

Qualifications

Experience

• Mandatory
  • At least 3 years’ Oracle Database Administration Experience
  • Demonstrated knowledge of cloud computing services or IT service management methodologies and best practices
  • 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
• Optional Value Add
  • Experience in ITIL, ISO 20000, or a similar service delivery framework
  • Experience in the provision of cloud computing services or IT service delivery

Technical Skills

The successful candidate must have the following skills and for each relevant skill, the candidate should either have 3+ years of commercial experience or a suitable professional grade qualification in one or more of the following areas:

• Oracle Middleware/Java
• WebLogic Server administration including Java debug/fault finding at the server/JVM level
• Linux or Windows Server administration
• Microsoft SQL Server administration
• Oracle Database Administration
• Docker/Kubernetes Administration
• Microsoft Azure Administration
• Terraform/Ansible/Powershell

The following are value add skills if available

• GCP administration and operations
• Working knowledge of ERP systems
• Usage of ITSM tools in a service desk environment

Mandatory

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

Optional Value Add

• 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

Additional Information

Working Environment

• Team provides support 24x7x365. Flexibility to working some holidays, nights, weekends and assist with escalations at short notice.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer