Senior Site Reliability Engineer

The Service Management function is transforming into a truly global, data- and standards-driven organization, employing best-in-class tools and practices across all disciplines of Technology Operations, including service monitoring, support and incident response, automated ops, change and configuration management as well as supplier/vendor and asset management. This will drive ever-greater stability and consistency of service across the technology estate as we drive towards optimal Customer and Employee experience.

This role will be a part of a high performing team of talented SRE specialists who provide world-class support for Commercial Engineering. You will be responsible for day-to-day operations for this team, work as part of a larger global team, and help develop and drive strategies for supporting and continuously improving our global enterprise. This team manages ongoing incident detection and resolution, change planning and implementation, and compliance for a portfolio of applications and infrastructure built on a variety of technologies such as .NET, Java, Linux, Microsoft, relational databases, message queuing, AWS cloud services, and more.

About the Role

In this opportunity as a Senior Site Reliability Engineer, you will:

• Understand how the product works and how it is used by customers.

• Work closely with customers & L1\L2 support teams to answer questions about features and capabilities of our product. Interact with customers on/off-site to troubleshoot issues.
• Develop knowledgebase articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
• Follow and contribute to defined ITIL processes to manage customer requests efficiently.
• Provide technical expertise, debug web application code & Database scripts for L1\L2 team when they report issues.
• The ability to coordinate, follow up, follow through and drive issues to closure proactively.
• The ability to be a good listener, and to understand customer issues. Ability to provide innovative workarounds or design a solution to fix a customer’s problem.
• Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries.
• Troubleshoots intermediate to advanced problems and recommends appropriate actions.
• Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.
• Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
• Manages customer expectations and competing priorities.
• Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
• Escalate issues and works directly with Engineering Groups to resolve complex support problems.
• Flexible to work in shifts and on call support as required.

About you:

You’re a fit for the role of Senior Site Reliability Engineer, if you:

• You’re a fit for the role if your background includes:
• Having 8-12 years of experience in Application Production Support and Development role.
• Development and troubleshooting skills on the Microsoft platform, with expertise in C#,ASP.NET, MVC, SQL, Java script frameworks.
• Should have supported .Net web applications in the past.
• Advanced Application troubleshooting skills with expertise in SQL & .NET technologies.
• Exposure to Public Cloud and Cloud Computing will be an added advantage.
• Exposure to supporting SAAS applications will be an added advantage.
• Good understanding of customer support processes and tools.
• Good written and verbal communication skills.
• Knowledge of ITIL, Application Monitoring and debugging tools SNOW & ADO.
• ITIL Certification preferred.

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What’s in it For You?

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

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