Key skills
Distributed SystemsITSMSDLCServiceNowNew RelicCI/CD
About this role
Role Overview
- Responding to daytime production support inquiries
- Improving reliability and stability through proactive engineering
- Managing change, incidents, and problems
- Enhancing observability and health systems
- Ensuring issues not only get resolved, but get resolved permanently
- Act as the primary daytime contact for production‑related questions, blocking issues, and support requests
- Perform initial triage, resolving, and root cause analysis
- Collaborate with engineering teams to drive permanent fixes
- Communicate clearly with stakeholders, ensuring visibility and transparency
- Strengthen system reliability through monitoring, alerting, and proactive maintenance
- Improve observability using tools like Moogsoft, New Relic, dashboards, logs, and distributed tracing
- Build or update runbooks to increase operational readiness
- Contribute to reliability improvements such as reducing alert noise, closing systemic gaps, and improving service resilience.
Requirements
- 3+ years of experience in technical support, DevOps, or an SRE‑adjacent role
- Strong solving and diagnostic skills across distributed systems
- Hands‑on experience with observability platforms (e.g., New Relic, Moogsoft)
- Solid understanding of incident, change, and problem management standard processes
- Proficiency with the ServiceNow ITSM platform
- Experience with SDLC processes, CI/CD pipelines, Infrastructure as Code (IaC), Blue/Green deployments, and standard release management practices
- Strong grasp of ITSM processes, particularly the ITIL framework
- A data‑driven approach with an “automation‑first” perspective
- Ability to communicate clearly with both technical and non‑technical audiences
- A “fix it right” mentality, favoring long‑term solutions over repeated manual interventions
- Curiosity and a desire to grow in site reliability engineering and deepen your technical expertise.
Tech Stack
- Distributed Systems
- ITSM
- SDLC
- ServiceNow
Benefits
- Health, dental, mental health insurance
- Vision insurance
- Short
- and long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Various retirement savings plans
- Generous paid time off program including holidays, vacation, personal, and sick days