Core Skills:

• 5+ years of SRE experience in Information Technology Enterprise and Infrastructure engineering support/engineering roles.
• Proficient in Linux/Unix, Full Microsoft Stack (AD, Exchange), Network Infrastructure (Cisco), Application Engineering, Cisco Video Conferencing, and end-user endpoints (Mac/Windows/Linux).
• Experience using ticketing tools like Jira and ServiceNow for reporting and data analysis.
• Broad knowledge of IT applications and infrastructure, strong experience in system administration and operations roles, and familiarity with incident management systems (e.g., Jira, ServiceNow).

Key Responsibilities

• Collaborate with management and key stakeholders to develop, implement, and manage support, operational, and project objectives.
• Identify and develop future processes across business, remove friction in day-to-day operations, and lead continuous improvement initiatives.
• Investigate and troubleshoot complex system issues, identify root causes, and implement effective solutions.
• Work with cross-functional teams to perform post-incident reviews, analyze trends, and implement preventive measures to improve system reliability.
• Partner with Tier 3 engineering teams to identify automation opportunities to reduce ticket volume and resolution times, and maintain/improve existing tools and solutions.
• Collaborate with Tier 1 support and engineering teams for effective communication, provide mentorship, and maintain accurate documentation of systems and processes.
• Contribute to knowledge base articles and incident response documentation.
• Stay up to date with the latest technology developments and introduce them where possible.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 5+ years of experience in Information Technology Enterprise and Infrastructure engineering support/engineering roles.
• Broad knowledge of IT applications and infrastructure, strong experience in system administration and operations roles, and familiarity with incident management systems (e.g., Jira, ServiceNow).
• Strong analytical and problem-solving skills, excellent communication and collaboration abilities.
• Proven capability to thrive in a fast-paced, dynamic environment while effectively prioritizing tasks.
• Ability to independently deliver innovative solutions with minimal direction.
• Excellent attention to detail, organization, and high-quality outputs.
• Strong presentation and training skills for non-technical audiences.
• Demonstrated capability to assess business needs and creatively influence solutions.

Preferred Skills

• Ability to build rapport and credibility with collaborators across the organization.
• Track record of delivering high availability in complex, global environments.
• Creativity and adaptability to rapidly changing plans and circumstances.
• Experience working in hybrid on-prem and public cloud environments.
• Highly driven, analytical, and curious problem-solver with a focus on using data to make business decisions.