Site Reliability Engineer

Birdi is seeking a dedicated Site Reliability Engineer (SRE) to join their team. This role focuses on ensuring the reliability and performance of systems through user acceptance testing, issue investigation, and collaboration with stakeholders.

Responsibilities:

• User Acceptance Testing (UAT) Support: Assist in coordinating and supporting UAT processes, ensuring systems meet functional and performance requirements before deployment. Work with stakeholders to validate test results and document outcomes
• Issue Investigation and Resolution: Troubleshoot system and application issues, identifying root causes and escalating complex problems to senior engineers or vendors as needed. Ensure timely resolution to maintain system reliability
• Ticketing and Incident Management: Manage and prioritize support tickets using tools like Jira and/or vendor ticketing tools (Redmine). Track issues, provide updates to stakeholders, and ensure proper documentation of resolutions
• Vendor and Internal Stakeholder Collaboration: Act as a liaison between internal teams (e.g., development, QA, and operations) and external vendors to resolve issues, coordinate updates, and ensure compliance with service-level agreements (SLAs)
• Release Notes and Documentation: Prepare and maintain clear, accurate release notes for system updates and deployments. Document processes, issues, and resolutions to support knowledge sharing and team efficiency
• Monitoring and Reporting: Monitor system performance using tools like Splunk or Grafana, report trends to stakeholders, and escalate potential issues proactively
• Process Improvement: Identify opportunities to streamline support processes, improve system reliability, and enhance user experience through feedback and collaboration with teams
• Assist in the integration and rollout of new solutions to Pharmacy and Call Center which may include weekend and holiday hours
• Collaborate with Pharmacy Operations to identify and resolve technical issues impacting workflow, efficiency, and compliance

Requirements:

• 5+ years in a similar role, focusing on technology support, troubleshooting, UAT testing, etc
• Bachelor's degree in technology or a related field, proven industry experience will be acceptable in lieu of a degree
• Familiarity with ticketing systems (e.g., Jira, ServiceNow)
• Familiarity of ePost or other pharmacy management systems
• Prior experience in Retail, Mail Order Pharmacy, Specialty Pharmacy, PBM, pharmaceutical or managed health care industry strongly preferred
• Strong communication skills to collaborate with vendors and internal stakeholders
• Detail-oriented with excellent documentation and organizational skills
• Ability to prioritize tasks and manage time effectively in a fast-paced environment
• Experience supporting UAT in a software development lifecycle
• Familiarity with IT change management processes or release management
• Exposure to working with cross-functional teams in an Agile or DevOps environment