SRE Manager – Retail & eCommerce Application Support

Duration: 12+ Months Contract

Job Description:

• Mandatory to have working experience as SRE manager especially in Retail domain application support (NOT CLOUD /Dev Ops).
• Must have working knowledge on SRE principles such as Logs, metrics, availability metrics, uptime, ticket tracking, e-com services, ITIL framework specifically on Alerts, Incident, change management, CAB, Production deployments, Risk and mitigation plan, SLA, SLI, SLO.
• Hands on experience in Monitoring, Logging, Alerting, Dashboarding, and report generation in any observability tools Prefer Data Dog or other tools such as Splunk/Dynatrace/ELK/Grafana).
• This engagement is a customer using Dynatrace, Splunk, Pager Duty hence it is good to have this expertise.
• Mandatory to have work experience in leading Level 2/Level 3 application support team based out of IND who provide 24x7 coverage.
• Should know how to gather & communicate SRE requirement from customers and define SRE roadmap.
• Working experience on how to gather requirements on health of applications, services to monitor, setting service levels.
• Must have good knowledge on eCommerce platforms in microservice architecture, Sterling OMS, Retail Applications like XStore.
• Should be able to lead P1 calls, brief about the P1 to customer, proactive in gathering leads/ customers into the P1 calls till RCA, PIR etc.
• Should have knowledge on building process, framework by following ITSM principles, SOP, runbooks, handling any ITSM platforms (JIRA/Service Now/BMC Remedy)
• Must know how to work with the Dev team, cross functional teams.
• Should be able to generate WSR/MSR by extracting the tickets from ITSM platforms, present to customers and L7 leaders.
• Manage overall SRE delivery, customer focus mindset, closely work with customer leaderships.

Preferred:

• Be a client face at customer site collaborating with client leadership.
• Ability to clearly communicate and understand a technical idea/concept.
• Ability to work in a professional environment while interacting with peers and stakeholders, collaborating with offshore teams.
• Excellent written and verbal communications skills.
• Motivated, goal driven, influential, innovative, curious, and open minded, fun to work with, collaborator.
• Capability to work with people in different time zones.
• Ability to operate in a fast-paced, evolving environment and appropriately prioritize tasks, and keep abreast of the latest technology.
• Collaborate with cloud architecture, infrastructure team, project management team, and technology services, management team.
• Create and maintain detailed documentation.