Site Reliability Engineer

Site Reliability Engineer IFS EURA Restricted Access

The IFS Site Reliability Engineer role exists within the global Unified Support organization and is located in the IFS EURA Restricted Access Team. The role handles multiple aspects of incident, service request, problem and change management. Working with multiple internal and external stakeholders related to our supported services. The role forms part of an on-call team, which reports to a Unified Support Operations Manager. The Unified Support - Service Operations team provides 24x7x365 operations support to the IFS customer base across all IFS cloud services.
Although not a role with people management duties, the selected individual will provide mentoring and examples of good practice to the more junior members of the team in the future.

Responsibilities:

• Manage an incoming queue of cases, incidents and service requests within SLA and KPI targets within the Unified Support team operating in a three-shift pattern (early, day and nightshift)
• Support the event management team and their work to enhance the related event processes and tools.
• Performing triage to assess and correctly route incoming incidents and service requests.
• Work with other Service Center functions and appropriate stakeholders to resolve long running, complex or major incidents.
• Create and update relevant SOPs, FAQs and other documentation to address known issues, workarounds and service requests.
• Provide initial RCA for long, complex or major incidents for customer incidents.
• Support the problem management team in performing post-mortems, producing incident timelines and identifying corrective actions.
• Support, or perform, the implementation of corrective actions from the problem management process.
• Resolving non-standard requests.
• Provide ongoing feedback to improve the service request process.
• Support the automation team in creating and enhancing the tooling and documentation for standard service requests.
• Perform operational items within the service transition process for new and updated products.
• Work with other Service Center functions to define and produce various internal and customer reports on a recurring and ad-hoc basis.
• Understand and perform processes assigned to other Service Center functions in case the access restrictions are applicable.
• If needed be on call to support shift teams and respond to incidents and emergencies
• Comply with IFS policies and fulfill other tasks assigned by the Operations Manager

Other
European Union Country residency is mandatory.

• Must comply with EURA restricted access requirements, including:
• Residency verification for EU-based personnel
• Strict adherence to data residency, segregation, and confidentiality policies
• Physical and logical access controls aligned  with EURA compliance standards