Production Support Consultant

Summary Responsibilities

• You will need to spend 50% of your time on and around production support, including the handling of user tickets, incidents and problem management
• You will identify and create automation to eliminate manual day to day support activities; scope and create automation for deployment, management and visibility of our services.
• Automate to drive efficiency by designing an autonomous system
  - Manage Service reliability by managing risk
• Define service level indicators (SLIs), objectives (SLOs), and agreements (SLAs).
• Implement best practices for building successful monitoring and alerting systems
• You will use your expertise to tune and push our systems beyond their normal limit.
• You will work closely with engineering/development teams to design, build, and maintain systems and help them decide on products to use, schema design and query tuning.
• You will troubleshoot issues across the entire stack: hardware, software, application and network.
• You will mentor other SREs on standard methodology for everything from monitoring to troubleshooting complex code and database issues.
• Represent the SRE organization in design reviews and operational readiness exercises for new and existing services.
• Participate in on-call rotation and periodic conference calls with other specialists from other time zones.

• Bachelor’s Degree/background in Computer Science
• Experience in software development: automation-related experience valued in particular. Scripting languages such as bash, python, ruby, or compiled languages such as C, C#, JAVA, Scala and Go are most relevant but others are acceptable. One higher level language is desired.
• Hands on experience using Enterprise Tools such as App Dynamic, Grafana, Splunk, Dynatrace
• Three Tier Support experience with DBs such as IBM, DB2, Sybase, Mongo, Green Plum, KDB
• Professional ownership of issues
• Deep understanding of operating system level concepts such as processes, memory allocation, and the network stack; an understanding of how applications are affected by the above, and ability to debug same.
• Generally speaking, practical experience running large scale online systems is always an advantage.
• Awareness of, and ability to reason about modern software & systems architectures, including load-balancing, queueing, caching, distributed systems failure modes, micro services, Cloud, etc.

• Knowledge of messaging layer: MQ / CPS / XML
  - Knowledge of SFTP/Comet
  - Service Now – Prior experience as a developer/support role in a large-scale financial firm