Technical Associate - Site Reliability Engineers

Accountable for driving and dictating efforts to mitigate and/or restore to normal business operations
Review of Temporary Access requests / Get Access entitlements and grant/revoke as appropriate
Follow documented procedures, and update documentation for resolved issues
Determine customer experience and assess risk (core vs minor functions, regulatory or reputational)
Determine incident severity, priority, impact and proper escalation protocols
Ensure proper technology teams are engaged and supporting restoral of services
Research and remediate customer/client data issues
If required, request external support from software and/or hardware manufacturers
Utilize tools and data to assist in research and determination of root-cause and restoral steps
Ensure proper measures are taken such as batch restarts, routing, splashing, contingency or escalation to achieve restoral.

Accountable for High Impact Incident Communications (Status, Restoral Efforts, Customer/Service Impact) to appropriate technology/business groups
Drives requirements for Task Automation and tooling.

Provides requirements and oversight of Resiliency Exercise Chaos Engineering
Responsible for the data content, accuracy, and completeness in the Incident ticket before creation of Problem ticket
Drive reconvene efforts to identify Granular Root Cause Sev1 Sev4 Incidents
Provide critical incident details and restoration efforts to Problem Management team (Incident Description, Chronological timeframes, Scope of Impact, Triage Participants and etc)
Ensure known errors and repeatable errors are logged into the Known Error database.

Document standardize processes and playbooks for Incident Management (Enhanced Identification and Restoral)
Conduct Weekly Incident Reviews
Self-Identified-Audit and Compliance issues identification and remediation
Permit-to-Operate participation and awareness on complex, highly intrusive, high-risk change activities
Providing personnel whose training, skills, and personal skills are adequate to think outside the box
Providing personnel who are experienced professionals, or professionals with specific knowledge of the clients implementation or business.

Coordinate events applicable to functional area of responsibility.

Level 2 should be able to resolve 95% of the incidents that come to them.