Site Reliability Engr Assoc

Greetings from Itron!!

Itron is an American technology company that offers products and services on energy and water resource management. Its headquarters is in Liberty Lake, Washington, United States. Its products and services include technology solutions related to smart grid, smart gas and smart water that measure and analyze electricity, gas and water consumption. Its products include electricity, gas, water and thermal energy measurement devices and control technology; communications systems; software; as well as managed and consulting services. Itron has over 8,000 customers in more than 100 countries.

We have an exciting role for Site Reliability Engineer Associate with Itron, Bangalore for which JD is as follows:

Note: - This role would require the candidate to work in rotational shifts and week-offs, so please apply only if you are comfortable with working in shifts.

Experience: 4 – 7 years

Qualification: ME/M.Tech, BE/B.Tech in EEE/ECE/CSE, BCA, MCA

What will your job look like?

• You will investigate, debug and reproduce issues, provide fixes and workarounds and verify changes to ensure continued operability of the software solution.

• Manage and maintain the ITRON Monitoring Systems (these report on the status and performance of monitored components e.g., Tools, devices, network, servers, DBs, OS, services etc.).

• Fault handling and escalation (identifying and responding to faults on ITRON's systems and networks.

• Responding to customer inquiries and requests for assistance via phone, email, or ticketing system.

• Gathering information from customers and escalating more complex issues to higher-level support engineers.

• Communicating with customers and other technical teams to provide updates and gather information.

• Documenting customer interactions and issues in a ticketing system.

• Following standard operating procedures and best practices.

• Liaising with 3rd party suppliers – if required, handling escalation through to resolution.

• Maintenance activities (monitoring and management of infrastructure, applications, DC devices).

• Maintenance of WIKI, SOPs, and technical documentation (for NOC) of processes and procedures used throughout normal operations.

• Development of knowledge and skills in network and system administration, particularly regarding ITRON’s own architecture and platforms.

• Assist with the development of business processes and systems to establish and measure Key Performance Indicators (KPI) which will be used in customer Service Level Agreements (SLA). Systems would include a Network Management System (NMS), Trouble Ticket System (TTS) and Change Management System (CMS).

• Passionate about making customers happy.

• Able to collate and interpret data from various sources.

• Capable of multi-tasking, good time management and prioritization of workload.

• Participate in a 24x7 call-out Rota as & when required.

• Willing to work in 24X7 environment.

SKILLS REQUIRED:

• Good and intermediate knowledge and hands-on skills on WINDOWS / LINUX Operating system and application product support.

• Replicate customer environments and work to identify & fix the root cause or provide interim workaround as needed.

• Good knowledge on Problem solving and incident management process along with ITIL knowledge.

• Good knowledge of SQL server and Oracle databases.

• Extensive debugging and troubleshooting skills.

• Troubleshooting and debugging skills for multithreaded and multi core/CPU software environment

• Basic understanding of network monitoring concepts and management tools. Experience of network tools and protocols.

• Good understanding of any IT Service Management tool to log, monitor, and document the incidents/tickets.

• Work in collaboration with multiple teams to expedite the resolution and provide timely updates.

• Good understanding of PL/SQL and be able to troubleshoot and fix various procedure and package level issues will be an added advantage.

• Basic networking concepts and understanding of different OSI layers.

• Knowledge of various HTTP headers, cookies, web APIs, web servers like IIS, SSL and various protocols.

• Experience on AZURE is desirable.

• Good understanding of XML, JSON and RESTful and SOAP API’s.

• Demonstrated development or technical application support skill sets with detailed technical experience with industry standard tools and technologies like .Net / SQL / IIS /Message Queues/ Restful services.

• Excellent communication with a natural aptitude for dealing with people.

• Ability to remain composed and professional in stressful, high-pressure situations.

• Work well in a busy team, being quick to learn and able to deal with a wide range of issues.

GOOD TO HAVE SKILLS

• Good to have knowledge in Utility domain with working experience of Head End System (HES), Meter Data Management System (MDMS) and analytics will be a good addition.

• Knowledge in scripting basics, Perl and Bash.

Behavior

ü Willing to learn and develop new skills. Good self-awareness.

ü Ability to work on own initiative. Actively seeks ways of improving existing systems and processes.

ü ‘Can do’ attitude.

ü Flexible and adaptable approach to problem solving.

ü Co-operate with other teams. Actively encourage strong working relationships with other teams.