Service reliability Engineer

Job Description:

Primary – Service Reliability Engineer

• Front line technical service reliability operators accountable for handling critical customer issues coming in via support phone line and HUB.

• Responsible for first touch incident resolution (via TSG or SOP) or escalation to the appropriate resource within SLA.

• Responsible for monitoring the live service via HUB alerts, Heads Up Displays, Manual service checks or customer escalations.

• Accountable for High Priority Bridge Moderation (Spin up bridge, start whiteboard, document sequence of events).

• Document and refine Phone Script, TSGs and SOPs.

• Service Request Management (User Provisioning, Client Invites, Environment requests, Deployments, etc.)

• Responsible for refining Service Center tools and process

Requirements:

• Work on-shift as part a 24x7x365 operations center to provide phone/email support; flexible day or night

• Identify the priority and criticality of incoming alerts and prioritize appropriately

• Handle high-pressure situations with a calm and professional manner

• Understand and edit scripting conventions to resolve issues

• Escalate significant issues to service, network, or other operations engineers at all hours of the day/night

• Track issues through ticketing systems and follow through until resolution

• Write clear, and concise operational run books like TSGs

• Utilize monitoring tools to proactively identify issues and trends

• Aggressively troubleshoot and multitask to maintain service availability and performance

Qualifications:

• Degree/ MIS, or equivalent experience;

• 2-5+ years of relevant phone/tech/ops center experience with Win, Unix, Linux, AWS/Azure

• Ticketing system experience

• Attention to detail

• Solid communications skills (written & verbal both)