SRE - Level 2 Production Lead, VP

Your key responsibilities

• Monitor production systems for performance, availability, and anomalies.
• Troubleshoot and resolve issues related to PSD2 app, APIs, or infrastructure.
• Collaborate with development teams for bug fixes and enhancements.
• Provide application support by handling and consulting on BAU, Incidents/emails/alerts for the respective applications.
• Act as an escalation point for user issues and requests and from Level 1/L2 support. Report issues to senior management.
• Manage and mentor regional L2 team to ensure the team is up to speed and picks up the support duties.
• Gain detailed knowledge of all business flows, the application architecture, and the hardware configuration for supported applications.
• Define, document, and maintain procedures, SLAs, and knowledge base to support the platforms to ensure consistent service levels are achieved across the global support team.
• Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure, and third-party systems / data providers.
• Manage incidents through resolution, keeping all stakeholders abreast of the situation and working to minimize impact wherever possible.
• Conduct post-mortems of incidents and drive relevant feedback into Incident, Problem and Change management programs.
• Facilitate coordination across L1/L2 and L3/Engineering teams to investigate and resolve an ongoing infrastructure/platform or application issue impacting multiple business lines.
• Drive the development and implementation of the tools and best practices needed to provide effective support.
• Collaborate with and deliver initiatives and install these initiatives to drive stability in the environment.
• Assist in the process to approve all new releases and production configuration changes; ensure development includes all necessary documentation for each change and conduct post-release testing where required.
• Perform reviews of all open production items with the development team and push for updates and resolutions to outstanding tasks and reoccurring issues.
• Regularly review and analyze service requests and issues that are raised; seek to improve the process and remove reoccurring tasks where possible.
• Perform reviews of existing monitoring for the platform and make improvements where possible.
• The candidate will have to work in shifts as part of a Rota covering EMEA hours and in the event of major outages or issues we may ask for flexibility to help provide appropriate cover.

Your skills and experience

• 5/10+ years hands on IT support and interacting with application end users.
• Good analytical and problem-solving skills.
• Exceptional written and oral communication skills, including the ability to communicate technical information to a non-technical audience and at executive levels.
• Understanding of ITIL / best practices for supporting a production environment
• Preferred: ITIL v3 foundation certification.
• Preferred: Experience in a financial institution or large corporation; good technology background.
• Preferred: Prior experience working in cloud based application.
• Understanding of how to get things done in large organizations, where to use processes and how to build and operate a network.
• Ability to work across countries, regions, and time zones with a broad range of cultures and technical capability.

Technical competency

Technologies

• Hands-on experience with Google Cloud Platform (GCP), Oracle, Postgress SQL
• Proficiency in configuring and managing Google Observability tools (Cloud Monitoring, Logging, and Error Reporting).

DevOps Tools

• Expertise in GitHub Actions for CI/CD pipelines.
• Experience with GitHub for version control and collaboration.

Incident and Operations Management

• Familiarity with incident management processes for high-criticality systems.
• Strong skills in monitoring application performance, troubleshooting, and root cause analysis.

Soft Skills

• Excellent problem-solving abilities in high-pressure scenarios.
• Strong communication skills to work effectively with stakeholders and cross-functional teams.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.