Cross Technology Managed Services Engineer

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**Job Description Summary**:
The Managed Services Cross Technology Engineer (L2) SRE is a developing engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational.

Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the Managed Services Cross Technology Engineer (L2) SRE can restore service to clients.

**The primary objective of this role is to ensure that systems are reliable, scalable, and efficient, with mínimal manual intervention.**

From an operations perspective:

- Ensuring High Availability and Uptime
- Keep production systems running smoothly and within defined Service Level Objectives (SLOs).
- Minimize downtime and reduce Mean Time to Recovery (MTTR) during incidents.
- Automating Operations
- Identify and eliminate manual, repetitive tasks (also called “toil”).
- Build automation for deployment, monitoring, incident response, and infrastructure management.
- Managing Incidents and On-Call
- Respond quickly to outages and performance degradation.
- Lead or participate in incident response, create postmortems, and implement preventative measures.
- Monitoring and Observability
- Set up monitoring, logging, and alerting tools to detect issues before they impact users.
- Provide visibility into system health and performance.
- Capacity Planning and Performance Optimization
- Ensure systems can handle current and future loads.
- Optimize infrastructure usage and reduce waste (cost-efficiency).
- Bridging Development and Operations
- Advocate for and implement DevOps and SRE best practices.
- SREs make sure that production systems are always available, fast, and efficient—by combining software engineering with traditional IT operations practices.

This role may also contribute to / support on project work as and when required.

**Key Responsibilities**:

- Develop automation scripts to reduce manual intervention, cutting recurring operational toil
- Set up and maintained monitoring and alerting using tools like Prometheus, Grafana, and PagerDuty.
- Participate in on-call rotations, driving fast resolution of P1/P2 incidents and contributing to root cause analysis and postmortem documentation.
- Development works on deployment pipelines (Jenkins, GitLab CI/CD).
- Hardened security and compliance across production systems via configuration management and patching.
- Proactively monitors the work queues.
- Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
- Updates tickets with resolution tasks performed.
- Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner.
- Captures all required and relevant information for immediate resolution.
- Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
- Communicates with other teams and clients for extending support.
- Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
- Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift. If Applicable.
- Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
- Works with automation teams for effort optimization and automating routine tasks.
- Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc.
- Identifies problems and errors before they impact a client’s service.
- Leads and manages all initial client escalation for operational issues.
- Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
- Ensures all changes are carried out with proper change approvals.
- Plans and executes approved maintenance activities.
- Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
- Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
- May also contribute to / support on project work as and when required.
- May work on implementing and delivering Disaster Recovery functions and tests.
- Performs any other related task as required.

**Knowledge and Attributes**:

- Ability to communicate and work across different cu