• Work with other members of their assigned value stream to ensure that in-scope applications/platforms are meeting performance and stability requirements, this includes managing major incidents to mitigation/resolution;
• Improve monitoring capabilities to reduce outage frequency and duration;
• Conduct post-incident reviews and seek for improving using right tooling and tech stack;
• Respond quickly to identify and resolve issues involving business applications;
• Respond to voicemail, emails, and electronic tickets directed to the support team on a timely basis and follow-up on issues until confirmed resolution;
• Provide outstanding customer service to all stakeholders and maintain open and collaborative communication;
• Perform post-incident reviews of all major incidents and determine action items required to avoid similar issues/minimize downtime for future incidents;
• Provide primary operational support and engineering for multiple large, distributed software applications;
• Gather and analyze metrics from both operating systems and applications to assist in performance tuning and fault finding;
• Partner with software and DevOps engineering to ensure that assigned applications/platforms have appropriate monitoring and metrics in place to appropriately measure performance and stability;
• Monitor and research communication messages;
• Monitor, research, and respond to failed transactions;
• Balance feature development speed and reliability with well-defined service level objectives;
• Ensure that applications/platforms in the value stream are operationally ready for production, this includes annual review of all SOPs/knowledge articles;
• Optimize and participate in on-call rotations & investigations related to the platform's availability;
• Support Service Now incidents that include support for (and not limited to): production systems, application support, code build support, access requests, and general cloud support across resources, monitoring, and subscription requests;
• Technically manage complex and large-scale project efforts in development, maintenance and enhancement of business system applications;
• Improve reliability, availability and performance of the highly scaling cloud systems with recovery automation;
• Automate operational tasks (e.g., IIS restarts, data purging) and or seek opportunities where automation can improve stability and uptime;
• Identify issues that require more attention, and work to resolve issues based on an understanding of the business problem being solved;
• Draw appropriate resources together in order to address technical issues;
• Work afterhours and on weekends as necessary for special installations, implementations, system maintenance and upgrades;
• Rotate pager support = follow the sun approach ( 11 am till 16 pm Kyiv time,  7 days per week); 
• Working hours 2AM CST - 11AM CST. 

• 5 years of Site Reliability Engineering or related systems support experience;
• 3 years of experience creating pipelines in Azure DevOps, Terraform, and systems support experience;
• 3 years of experience in Azure stack including AKS, Azure Function Apps, Logic Apps, Web-apps, and Mobile apps;
• Undergraduate degree in Computer Science or equivalent working experience;
• Direct experience scripting in two of the following languages: Terraform, Java/.Net, Ruby, Python, PowerShell, Bash;
• Direct experience with APM and infrastructure monitoring tools such as SCCM, Splunk, Dynatrace, and DataDog;
• Direct experience in two of the following data management and monitoring tools: DataDog, Dynatrace, Prometheus, Splunk, ELK, SquaredUp.

• Ability to debug, optimize code, and automate routine tasks;
• Familiar with Windows and Linux operating systems and networking and administration;
• Experience working in an Agile Scrum environment;
• Experience with CI/CD pipelines and tool Azure  DevOps GitHub, GitHub Actions, Jenkins, Git, or Jira;
• Experience supporting and managing Azure PaaS, SaaS.

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