Associate, Service and Site Reliability Engineering

Infrastructure Platform Engineering (IPE), part of the LSEG Infrastructure & Cloud organisation, are searching for a senior Associate to drive Site Reliability Engineering (SRE) and a professional, best in class, approach to service operations across the Production infrastructure environment.

IPE operates globally with around 600 people in functionally aligned teams across Data Centres, Storage, Platforms, Database, Middleware and the virtualized Private Cloud.

This role will require to work as a senior Associate in a role which works with teams across IPE and drive Site Reliability culture during APAC hours, partnering with other regional squads, to drive improvements across the infrastructure estate and service centricity across all teams.

As an Infrastructure SRE, the candidate is required to have a sound understanding of the ITSM methodology specifically Service Operations including Incident, problem and change management. This role champions a culture of continuous service improvement using the policies as a framework and reporting on our service performance in terms of improvements to SRE areas of focus,

This role will also entail driving Site Reliability principals and drive opportunities for service resilience, scalability and performance across our critical infrastructure working with our teams across IPE. Topics within your remit will include assurance of service data quality; compliance with policy, hygiene / performance metrics and SLAs; champion best practices in Infrastructure management including driving proactive monitoring and capacity planning; Collaborate with Security professionals to enhance infrastructure security; vendor engagement; scenario and business continuity readiness testing; continuous improvement and training/upskilling counterparts in aspects of service management.

KEY RESPONSIBILITIES:

• Drive high levels of stability and availability of services driving Site Reliability Engineering as a practice across IPE.
• Grow partnership with Product Engineering owners, drive initiatives which benefit the team in accordance with SRE.
• 24*7 available as an escalation point for the operational teams.
• Reduced MTTR and service impact
• Address technical debt across IPE to remove risk
• Reduce recovery time on incidents
• Aid in major incidents which are owned by IPE.
• Validate service communications from technical perspective during major incidents
• Drive standard process and continual improvement for incident recovery, problem management, service resilience and availability
• Bring in best ITSM practices to evaluate and update existing practice as in creating Knowledge articles, Runbooks, and process documents.
• Responsible for IPE Technical Recovery and Problem Management response ensuring cross coordination across Technology Teams for complex, IPE owned issues. Accountable for technical decisions and communications on service recovery during live incidents.
• Reduce recovery time on incidents and act as the main contact point for Major Incidents.
• Collaborates with stakeholders to meet business objectives in Group IT initiatives by utilising in-depth knowledge of operations, processes and applications and contributes towards
• Identify trends and possible opportunities for Service Improvement Program (cross-domain/divisional), gain support and sponsorship then track and drive those program's through to conclusion providing regular service updates on progress.
• Responsible for oversight and governance of key resilience requirements for applications within IPE and address technical debt across IPE to remove risk.

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MINIMUM REQUIREMENTS:

• Bachelors degree or equivalent experience in an IT related discipline preferred.
• Technical knowledge of SRE areas of focus – implementations with Datadog as an observability focus, Capacity management etc.
• Outstanding communication and influencing skills.
• Experience of industry best-practice processes and ability to drive approach and process changes.
• Initiative-taking, focused, and resilient, with a cheerful outlook.
• Good negotiation / influencing skills able to overcome resistance and reach consensus and compromise to attain the required objective.
• Demonstrated ability to manage time critical incident and recovery (crisis) situations and communication and liaison with internal stakeholders
• ITIL Foundation certificate must.
• Extensive experience with monitoring tools (e.g. Datadog, ITRS etc.)