Sr Site Reliability Engineer II, Incident Management - ITSM

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Job Overview

The Senior Site Reliability Engineer II, specializing in Incident Management within the ITSM framework at CDW, plays a critical role in enhancing and maintaining the reliability and performance of our applications and services. This position involves strategic planning, proactive incident management, and collaboration with various IT teams to ensure seamless service delivery in alignment with business objectives. The ideal candidate will be responsible for defining processes, implementing best practices, and leading incident resolution efforts to minimize service disruptions and enhance our IT service management capabilities.

Job Responsibilities

• Design and implement incident management strategies and processes to ensure timely resolution of service disruptions.
• Collaborate with cross-functional teams to diagnose and resolve incidents effectively, ensuring minimal impact on operations.
• Develop and refine metrics and KPIs for incident management performance, and report on them to stakeholders.
• Facilitate post-incident reviews, ensuring actionable insights are captured to prevent future occurrences.
• Provide mentorship and guidance to junior engineers and support teams in incident management best practices.
• Continuously assess and improve incident response frameworks, addressing gaps and utilizing industry best practices.
• Participate in on-call rotations to ensure 24/7 availability for incidents that may arise outside of regular business hours.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field; Master's degree is a plus.
• A minimum of 5 years of experience in Site Reliability Engineering, IT Operations, or similar roles.
• Proven experience with incident management tools like ServiceNow or PagerDuty.
• Strong understanding of ITIL frameworks, particularly in Incident Management.
• Demonstrated experience with scripting or programming languages such as Python, Bash, or JavaScript.
• Familiarity with cloud services (AWS, Azure, Google Cloud) and containerization (Docker, Kubernetes).
• Excellent communication and interpersonal skills, coupled with strong analytical and problem-solving abilities.

Technologies & Tools

The Senior Site Reliability Engineer II will work with a range of technologies and tools, including but not limited to ServiceNow for incident management, cloud platforms like AWS and Azure for deployment and scaling solutions, and container technology such as Docker and Kubernetes for application orchestration. Familiarity with monitoring and observability tools is also essential to effectively manage and enhance system performance and reliability.

Ideal Candidates

Ideal candidates for this position will possess a proactive mindset and a strong desire to refine and improve incident management processes. They will have a collaborative spirit, enabling seamless teamwork across diverse IT functions while also demonstrating independence in managing escalated incidents. Additionally, candidates with a continuous learning attitude and the ability to adapt to evolving technology landscapes will excel in this fast-paced environment.