About the job
Join Our Team as a Site Reliability Engineer!
Are you ready to take on a challenging role within the global Unified Support organization at IFS? As a Site Reliability Engineer, you will be an integral part of the IFS EURA Restricted Access Team, managing incidents, service requests, and problem management while collaborating with a range of internal and external stakeholders. This position is part of an on-call team that reports to the Unified Support Operations Manager, ensuring 24/7 operational support for all IFS cloud services.
In this role, while you won’t have direct management responsibilities, you will have the opportunity to mentor junior team members and share best practices. If you are passionate about delivering exceptional service and eager to make a difference, we want to hear from you!
Key Responsibilities:
- Efficiently manage an incoming queue of cases, incidents, and service requests, adhering to SLA and KPI targets within a three-shift pattern.
- Collaborate with the event management team to enhance event processes and tools.
- Conduct triage to assess and properly route incidents and service requests.
- Work alongside other Service Center functions to resolve complex or major incidents.
- Document and update SOPs, FAQs, and other relevant materials.
- Provide preliminary root cause analysis for significant incidents.
- Assist the problem management team in conducting post-mortems and identifying corrective actions.
- Support implementation of corrective measures from the problem management process.
- Resolve non-standard requests efficiently.
- Contribute feedback for continual improvement of the service request process.
- Assist the automation team in enhancing tooling and documentation for standard service requests.
- Participate in operational tasks during service transitions for new and updated products.
- Collaborate with other Service Center functions to produce internal and customer reports.
- Understand and execute processes from other Service Center functions when necessary.
- Be available on-call to support shift teams and respond to incidents as needed.
- Comply with IFS policies and complete tasks assigned by the Operations Manager.
Other Requirements:
European Union residency is mandatory, and candidates must comply with EURA restricted access requirements, including residency verification and adherence to data residency, segregation, and confidentiality policies.