Ent Apps Service Reliability Advisor

Responsibilities:

• Lead the analysis and resolution of application incidents across platforms including SAP, Salesforce, O365 and Slack
• Work with third parties and application teams to expand monitoring coverage, define alert thresholds, and onboard new applications and services into SRC support.
• Drive proactive monitoring, tuning, and optimization of systems using Dynatrace and other observability tools.
• Identify opportunities to adopt automation to support the AIOPS platform
• Conduct root cause analysis of incidents and implement preventive measures.
• Management of incidents to suppliers and Arms technical on-call rotas as appropriate
• To log all issues in the Service Management Tool and handle them to completion within EIT service levels and quality criteria matrix
• Work on a shift pattern, on a 24/7/365 operating model, while being able to work independently and flexibly in response to emergencies or critical issues

Required Skills and Experience:

• 3 6 years of hands-on experience in `applications operations, development or Support roles.
• Strong experience with observability tools preferably Dynatrace (Or Datadog, Splunk, Uptrends, Prometheus etc) for real-time monitoring, alerting, and diagnostics.
• Proficiency in one or more scripting or programming languages (e.g., Python, Java, PowerShell, .NET, Node.js, Ansible or JavaScript).
• Practical knowledge of application automation, including writing and maintaining playbooks.
• Proficient in ticket management via an ITSM platform such as ServiceNow
• Experience leading incident response, driving service restoration and coordinating root cause analysis.
• Effective communicator within a team with a proactive approach and personal accountability for outcomes.
• Ability to analyse incident patterns and metrics to proactively recommend reliability improvements.

Nice To Have Skills and Experience:

• Experience working with enterprise Business applications such as SAP, Salesforce etc!
• Experience within a technical monitoring and alerting toolset.
• Experience of supporting SaaS platforms such as Slack, Office 365 and Zoom.
• Experience in developing an APM/Observability platform.
• Background in automation and DevOps practices!