Junior Site Reliability Engineer

Summary

Join Dev Technology Group as a Junior Site Reliability Engineer and become part of a dynamic team responsible for the 24/7 monitoring of multiple applications. This role involves responding to alerts, managing systems, and collaborating with various stakeholders. You will provide outstanding support for customer-facing applications, ensuring Service Level Agreements are met and proactively identifying system disruptions. The position requires 1-3 years of IT system support experience, ITIL experience, and proficiency with automated monitoring tools. This is an hourly paid position with a Tuesday-Saturday night shift, requiring flexibility to accommodate various shifts as needed. Dev Technology offers a comprehensive benefits package, including flexible time-off, remote work options, career development opportunities, and industry-leading benefits.

Requirements

• At least 1-3 years of experience supporting an IT system through troubleshooting, applications maintenance, and network operations
• ITIL experience
• Experience with automated monitoring and performance management tools (i.e.: Auto Ops, App Dynamics, Splunk, etc.)
• Outstanding communications skills---both written and oral
• Ability to work in a collaborative environment as well as manage individual tasks
• U.S. Citizenship is required. Must have a current CBP Public Trust or Active Top Secret with a BI completed within the past three years

Responsibilities

• Provide outstanding support of the Passenger Services Program Directorate’s (PSPD) suite of customer-facing applications
• Timely reporting of events and performance statistics; contacting the entity responsible for the application and recommending a resolution
• Monitor various applications to proactively identify system disruptions and preempt enterprise outages
• Ensure that required Service Level Agreements (SLAs) are met
• Notify internal and external departments of performance issues and trends
• Support maintenance and scheduled outages
• Review and update tickets with most current status information
• Understand applications and their interdependencies
• Incorporate monitoring of any new applications or systems
• Review and suggest monitoring tools as needed
• Perform application triage during active incidents
• Perform mitigation services for Mission Essential applications during scheduled changes and unplanned events
• Monitor and support scheduled change activity in the production environment and escalate unexpected issues
• Provide application verification support to support teams upon completion of scheduled changes in the production environment
• Root Cause Analyst (RCA) and follow up both internal and external
• Provide updated reports for monthly PMR presentation and review
• Provide daily executive reports detailing the health of the Passenger Services Program Directorate’s (PSPD) environment and any pending changes which may potentially impact PSPD applications
• Provide documentation and presentation support as needed
• Effectively document incidents describing the issue, business impact, root cause and fix actions
• Identify areas where improvements in processes or documentation will increase the team’s overall proficiency

Preferred Qualifications

• Experience with US Government systems (preferred)
• ITIL certification preferred; OR willingness to sit for the ITIL certification exam within the first year of hire

Benefits

• Generous and flexible time-off policy
• Flexible work schedules and telework options, including remote work availability for eligible projects
• Career development opportunities including a mentorship program, technical and management training through Dev University, hands-on learning through DevLab, tuition reimbursement, and paid training opportunities
• Industry-leading benefits including a choice of two health plans that include dental and vision, flexible spending account, commuter benefits, life insurance, and more
• 401K matching with a 5% matching contribution
• Regular team and company social events including our annual party, happy hours, fitness challenges, and more
• A focus on community engagement including company wide support activities, employer match for donations, and time off for volunteer efforts