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Posted over 2 years ago
Requirements and responsibilities
🔵 Requirements:
- Work in shifts to cover support of customer's applications (we use several locations to cover this time).
- For this position in Turkey, shifts are rotating each week (8:00-16:00 GMT+3, 15:00-23:00 GMT+3) among 8 team members and every team member is expected to work at least 2 weekend days/month.
- Able to work in rotating 8 hour-long morning/evening shift.
🔵 Responsibilities:
- Monitors alert management tools and acknowledges P1/P2 alerts.
- Performs initial alert triaging, run book steps, goes through checklists, runs initial diagnostic scripts to detect false positive and prevent unnecessary escalations.
- Performs initial escalation to SRE/Senior IOC engineer and when true positive incident is confirmed-declares incident, updates status page, starts collection of postmortems/RCA log, escalates to development teams, gather war room and implements workaround/performs rollback when necessary.
- Reports to IOC Team Lead/SRE Manager.
- Takes part in regular trainings, on-boarding and KT sessions.
- Updates outdated/missing operations' documentation, SOPs, run books, checklists.
- Updates alerts, thresholds, tags, aggregation/deduplication rules to decrease noise of alert management systems.
- Tracks planned maintenance that coincides with his/her shift.
- Logs incidents/alerts he/she worked on during his/her shift.
- Re-assigns/closes incident tickets/mutes acked alerts during shift handover.
- Submits individual shift report, and shift handover report at the end of the shift, syncs with engineer on the next shift.
- Constantly monitors and improves team’s KPIs - like decrease MTTD/MTTA and increase number of critical alerts/incidents responded per person per shift, decrease # of escalation, increase # of Incidents resolved on first hit.
- Self-learning & extreme ownership attitude.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)