Site Reliability Engineering Support Lead

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We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.

Role & responsibilities:

• Taking end-to-end Ownership of Application Support for Production Systems Issues resolution.

• Implementing, monitoring, and maintaining CI/CD frameworks

• Developing new capabilities, coordinating implementation across a large number of teams including infrastructure, developer tools and information security

• Influencing a culture of Site Reliability Engineering. Engaging in training and mentoring to help develop other engineers with SRE mind set

• Providing the first line of after-deployment technical support at L1 and L2 level for applications and and/or associated production systems diagnostics, and network health monitoring.

• Coordination and/or for deploying hands-on fixes, patches and software updates at the application level, and as appropriate at the network level.

• Managing a team of technical support engineers who provide technical support to users.

• Escalating complex problems to the L3 level of expertise within organization, along with observations from investigative and diagnostic assessments.

• Co-ordinating in the investigation of repeated technical issues affecting user system and seeing through to resolution.

• Escalating, resolving, guiding team, and tracking production incidents to closure.

• Monitoring and tracking issue/incident tickets, through service desk and other channels, and researching, diagnosing, troubleshooting, and identifying solutions to resolve system / application issues, in a timely manner, while ensuring service level requisites (SLAs) are met or exceeded on the better side.

• Providing some periodical and/or emergency support (i.e. on-call support), as may be needed from time-to-time.

• Planning, testing, and driving execution of system contingency for Production systems to ensure availability.

• Understanding and driving impact analysis to identify the root cause of production issues.

• Using ServiceNow or any other tool.

• Testing from an Operations and availability perspective. Reviewing of releases for operational gaps and test the same to ensure a smooth rollout.

Preferred candidate profile:

• Solid SRE process experience

• 5+ years of Leading high-performance, 24x7, DevOps or SysOps team

• Proficiency in Windows administration, Office 365, Exchange, SharePoint, Active Directory, Backup, Networking and Infrastructure.

• Experience with Microsoft OS Windows & Server.

• Experience in ticket tracking and resolving on time.

• Hands-on experience on ticketing tools (ServiceNow)

• Excellent verbal, written, presentation and interpersonal communication skills.

• Ability to make complex technical matters easy-to-comprehend for non-technical persons.

What we can offer you:

By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more here. Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive. Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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