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Site Reliability Engineering Support Lead

https://www.citi.com/ Logo

Citi

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Location:
Ireland , Dublin

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Category:
IT - Software Development

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

Site Reliability Engineering Support Lead role focused on application support, developing and maintaining CI/CD frameworks, and leading technical support teams in a hybrid work environment. The job involves addressing production issues, mentoring team members in SRE principles, and ensuring the availability and reliability of critical systems.

Job Responsibility:

  • 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.

Requirements:

  • 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 offer:
  • Competitive base salary (which is annually reviewed)
  • Hybrid working model (up to 2 days working at home per week)
  • Additional benefits to support you and your family to be well, live well and save well.

Additional Information:

Job Posted:
May 01, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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