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Reuters News

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2.1

based on 2 Reviews

148 Reuters News Jobs

Site Reliability Engineer

Reuters News Agency

2.1

based on 2 Reviews

8-12 years

Mumbai, Hyderabad / Secunderabad

1 vacancy

Site Reliability Engineer

Reuters News

posted 2mon ago

Job Role Insights

Flexible timing

Key skills for the job

Software Configuration Management Computer Networking SQL Customer Support Linux Administration Microsoft Power BI

+ 3 more

Job Description

The Service Management function is transforming into a truly global, data- and standards-driven organization, employing best-in-class tools and practices across all disciplines of Technology Operations, including service monitoring, support and incident response, automated ops, change and configuration management as well as supplier/vendor and asset management. This will drive ever-greater stability and consistency of service across the technology estate as we drive towards optimal Customer and Employee experience.

This role will be a part of a high performing team of talented SRE specialists who provide world-class support for Commercial Engineering. You will be responsible for day-to-day operations for this team, work as part of a larger global team, and help develop and drive strategies for supporting and continuously improving our global enterprise. This team manages ongoing incident detection and resolution, change planning and implementation, and compliance for a portfolio of applications and infrastructure built on a variety of technologies such as .NET, Java, Linux, Microsoft, relational databases, message queuing, AWS cloud services, and more.

About the Role

In this opportunity as a Site Reliability Engineer, you will:

Understand how the product works and how it is used by customers.
Work closely with customers L1\L2 support teams to answer questions about features and capabilities of our product. Interact with customers on/off-site to troubleshoot issues.
Develop knowledgebase articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
Follow and contribute to defined ITIL processes to manage customer requests efficiently.
Provide technical expertise, debug web application code Database scripts for L1\L2 team when they report issues.
The ability to coordinate, follow up, follow through and drive issues to closure proactively.
The ability to be a good listener, and to understand customer issues. Ability to provide innovative workarounds or design a solution to fix a customer s problem.
Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries.
Troubleshoots intermediate to advanced problems and recommends appropriate actions.
Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.
Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
Manages customer expectations and competing priorities.
Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
Escalate issues and works directly with Engineering Groups to resolve complex support problems.
Flexible to work in shifts and on call support as required.

About you:

You re a fit for the role of Software Engineer if you:

You re a fit for the role if your background includes:
Having 8-12 years of experience in Application Production Support and Development role.
Development and troubleshooting skills on the Microsoft platform, with expertise in C#,ASP.NET, MVC, SQL, Java script frameworks.
Should have supported .Net web applications in the past.
Advanced Application troubleshooting skills with expertise in SQL .NET technologies.
Exposure to Public Cloud and Cloud Computing will be an added advantage.
Good understanding of customer support processes and tools.
Good written and verbal communication skills.
Knowledge of ITIL, Application Monitoring and debugging tools SNOW ADO.
ITIL Certification preferred.

#LI-SS6

Whats in it For You

Hybrid Work Model: We ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters caf networking.
Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
Purpose Driven Work: We have a superpower that we ve never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

Employment Type: Full Time, Permanent

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