Sr. Site Reliablity Engineer
Chicago, IL

Job Description

Job Statement and Core Competencies

The Sr. Site Reliability Engineers are integrated into Esko's DevOps culture. They principally focus on continuous delivery within the organization's Software as a Service product offering. As such they design, develop, test and use automation tools to create scripts and jobs that will perform actions needed by the operations and development groups. Within this they will help design, build and support the IT architecture and configurations for the SaaS applications developed and supported by Esko (ESKO).

The Sr. Site Reliability Engineers will help ensure that these ESKO applications meet the overall objectives, contractual obligations and SLA requirements of ESKO, while complying with industry best practices and standards. The Site Reliability Engineers will ensure that the ESKO applications are designed and built with the most redundancy, stability, security and performance possible within the budget provided for each system. The Site Reliability Engineers will create installation, configuration and disaster recovery documentation for the scripts; train others how to manage and support these applications using this documentation.

The Sr. Site Reliability Engineers also participate as the Severity 1 incident escalation point and will work with the operations team to diagnose and correct system outages, to return the SaaS offering to operating state. As part of this they also participate in root cause analyses of these outages and perform a role in problem management to prevent these incidents from occurring again.

The Sr. Site Reliability Engineer is accountable for the following:

* Ensure client systems are performing at optimal levels to ensure uninterrupted business functions with the highest level of performance, security and quality possible.
* Researches and implements new technologies to improve upon ESKO products.
* Team Management, Mentoring and Cross Training members of the ESKO Service Desk.
* Assists the Problem Manager in the root cause analysis and resolution of known issues and problems in a timely manner and in accordance with QMS policies and procedures.
* Executes project work assigned by Director of Information Technologies or from Development Project Managers as applicable.

Job Duties

Ensure client systems are performing at optimal levels to ensure uninterrupted business functions with the highest level of performance, security and quality possible.

* Use available tools to automate the various components of continuous deployment and operations.
* Review all information available to maintain a high level of performance, security and quality, including logs, reports, external monitoring tools, and direct interaction with the application interface and/or manual queries of the data.

Researches and implements new technologies to improve upon ESKO products

* Will be required to provide cost analysts of new technologies
* Will be required to provide vendor evaluations for new technologies

Team Management, Mentoring and Cross Training members of the ESKO Service Desk.

* Will be required to provide informal and formal training for Engineers to ensure that all internal SOP's and Quality Controls are followed.
* Professional demonstration of expertise with core competencies as well as leadership capability.
* Provides team members with a variety of experiences to help round out skill sets.
* Adds value to the team through coaching and morale building.
* Effectively communicates expectations to team members.
* Develops, maintains procedures for IT support.
* Exhibits commitment to improve ESKO.
* Plans and manages the quality of the deliverables of the team.

Assists the Problem Manager and/or Global Service Desk Manager in the root cause analysis and resolution of known issues and problems in a timely manner and in accordance with QMS policies and procedures.

* Will be required to receive and respond to escalated system alerts in a timely manner to ensure adherence with uptime requirements and performance SLAs
* Will be required to receive and respond to escalated client issues in a timely manner to adhere to client contractual SLAs
* Will be required to skillfully and quickly resolve and/or conduct root cause analysis activities and follow established SOP for Non-Conforming Product.

Executes project work assigned by the SRE Manager or from Development Project Managers as applicable.

* Will be required to plan and achieve goals associated to project work.
* Will be required to finish project work in a timely manner according to ESKO strategies and goals.
* Will be responsible for tracking all time spent on each project to support billing and reporting purposes.

Personal Performance Factors

Integrity / Ethics

* Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad.

Perseverance

* Targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability, sets team standards and responsibilities, provides leadership/motivation.

Adaptability / Flexibility

* Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, and adjusts plans to meeting changing needs.

Teamwork

* Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere.

Initiative

* Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development.

Quality

* Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems and owns/acts on quality problems.

Position Competencies

Communication

* Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.

Personal Organization

* Keeps information organized and accessible, maintains clean/functional work space, works systematically, efficiently, and manages time well.

Composure

* Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.

Project Management

* Establishes project goals, milestones and procedures, defines roles and responsibilities, acquires project resources, coordinates projects throughout the company, monitors project progress, and manages multiple projects.

Dependability

* Can be counted on to meet deadlines; a solid performer who consistently delivers; works independently; stays focused under pressure; meets attendance/punctuality requirements.

Decision Making/Judgment

* Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible and communicates decisions to others.

Sense of Urgency

* Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, and meets deadlines.

Productivity

* Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.

Computer / Technical Skills

Incident, Event and Request Management Services as they relate to end-user/IT support.

Requires knowledge in the following areas:

* Online Issue and Change Management Ticketing systems like Service Now, Remedy, Cherwell, etc.
* Server Virtualization - Required
* Windows 2012r2 or higher - Required
* MS SQL 2014 or higher - Required
* Experience with *NIX systems preferably Debian *NIX based systems - Required
* Experience with configuration management systems (such as Jenkins, Chef or Puppet) - Desirable
* Script development skills (such as Ruby, Bash, Python, Ansible or PowerShell) - Required
* TCP/IP, DNS, NAT, Networking knowledge - Required
* Experience configuring Apache Tomcat and IIS - Desirable
* Experience deploying to Public Cloud platforms (AWS Preferred) - Required
* Experience working with SCM tools (Subversion/Git) - Desirable

Minimum Requirements

Education:

* University - Bachelor's Degree in Computer Science, or equivalent.



Work Experience:

* At least 5 - 7 years technical system administration in a SaaS organization, including some time spent in a DevOps culture providing continuous delivery through automation.


* Experience with FDA Computer Systems Validation documentation a plus

Proven expertise with communication protocols, system configuration software or system internal software.


* A Full understanding of Microsoft Active Directory and DNS is required.



Training

* Quality Management System Training; including Policies and Procedures
* Help Desk / Support procedural and application training
* System Development Life Cycle Testing standard operating procedures / methodology
* ESKO Product Training
* ESKO Technical Architecture Overview
* ESKO Site Builds and Upgrades
* Active Directory and Virtualized Environment overview.
* Other various in-house databases and applications

Esko Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.