Service Reliability Engineer

• Works with project managers, SMEs, and solution architects to implement technical designs and deliver solutions for Trend Micro SaaS offerings. This includes both virtualized and physical infrastructure.
• Closely collaborates with global R&D teams as shared owners of SaaS. This includes understanding the service and giving recommendations on service performance, reliability, security, and scalability. Key expectations include but are not limited to: o Maintaining SLO – MTTR, MTBF o Optimized service delivery and toil reduction o Providing recommendations for scalable design and impact-free maintenance o Consistent compliance to security standards
• Takes charge of incident management for their managed services that will include o Incident prevention through proactive issue hunting o 24/7 on-call support o Cross-team investigation o RCA delivery
• Leads or participates in continuous improvement and value creation projects. Key involvement includes: o Solutions delivery and integration o Process creation and optimization

Desired Experience and Skills

• At least two years of hands-on experience in: o Translating customer requirements into technical architecture and design o Implementation of infrastructure designs for on-premise infrastructure.
• At least one of the following technical skills and experience are a must: o RedHat certified systems administrator (RHCSA), Linux+ or equivalent level o VMWare certified professional for data center virtualization (VCP-DCV) or equivalent level
• Experience in solutions integration and tools development o One or more of the following programming languages o Python (preferred), Bash, or PowerShell o API Manipulation o Source Code Management using Git
• Certification in one or more of the following is preferred: o Cisco certified network associate (CCNA) or equivalent level o Microsoft certified systems administrator (Windows Server 2016) or equivalent level
• Project Management Experience is preferred: o Lead and deliver a project in a technical and/or leadership role o Experience in automating infrastructure deployment or management (CloudFormation, Ansible, Chef, and/or Puppet)