Staff Reliability Engineer - IE07KE

We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.

Primary Responsibilities

Application owner for Customer Identity and Access Management (CIAM) and Mobile applications

Production Support

• Ensure application availability & Quality of Service
• Responsibility for application health including impacts from changes introduced by development, maintenance infrastructure & configuration impacts
• Business communications for production issues
• Accountable for Business SLA adherence
• Support OLA adherence
• Accountable for Applications Life Cycle Management (Technology Currency and Application sun-setting) and Information Life Cycle Management (Data Purging, Compliance retention)
• Ensure applications adhere to technology and business roadmaps
• Develop options and alternatives to maximize investments
• Accountable to ensure that a proper Disaster recovery solution is in place
• Accountable for compliance initiatives such as PII, SOX, PCI, & DATP
• Accountable for remediation and removal of all production incidents impacting the application
• Drive year over year incident reduction, faster mean time to resolve, improve asset currency, and reduce per unit support costs
• Knowledge Base matrices - updating documentation on the app
• Archer - Risk & Compliance
• Validation of code repositories - DATP
• Code scan analysis and remediation of vulnerabilities
• Disaster recovery
• Patch upgrades
• Application upgrades
• SOX audits and validation ownership
• Release planning/ sign off etc. ownership
• Critical incident management
• Vendor resource onboard/off-boarding management (ID renewals/Badge renewals etc.)
• Reverse demand Events ownership
• DEAC's
• Cyber events management
• CAB meetings
• PlanIT updates
• RBAC approvals
• SME/Troubleshooting

• Business account manager - treat like their own business
• Ensure priority maintenance and enhancement business needs are met, partnering with the business in the demand management, prioritization, and the Maintenance governance process
• Ensure communication occurs for all relevant activities, outages, or impacts
• Understand business partner's goals and provide consultative advice to achieve those goals, including the development of options that provide innovative solutions
• Support business case development for significant enhancement requests, including projects when required
• Partner with the business, the IT Delivery Leads, and architecture to define the business strategy and with the IT Delivery Leads to translate that strategy to the corresponding technology strategy
• Continual engagement with Value Streams as a Stakeholder
• Continually look for opportunities to increase customer satisfaction and deepen business relationship
• Technical application management and Asset Integrity
• Oversight of asset integrity
• Capacity planning of the environments
• Support simplification and rationalization efforts
• Accountability for ensuring asset currency needs is met as part of Technology Maintenance Planning

• Delivery of non-discretionary & discretionary maintenance per business priorities and objectives
• Manage appropriate staffing/sourcing mix, and within the sourcing mix the right shape for on-shore/off-shore
• Ensure coordination with Invest/Project Delivery, including any knowledge transfer activities required.

• Ensure application readiness for release
• Participate in Pre and Post release meetings.
• Participate in release implementations.
• Ensure quality standards and continue to refine best practices and processes as needed

• Responsible for SLA & KPI reporting, monitoring, management, and escalation
• Plan, monitor and manage sourcing capacity based on business demand
• Maintain sourcing partner relationships, assuring teams work in a cohesive manner
• Be knowledgeable of and execute to our multi-year sourcing production support & maintenance contracts and any contract changes
• Manage vendor to enterprise improvement, productivity, and quality goals
• Ensure vendor adheres to contractual obligations

• 7+ years of work experience in IT systems operations and application development. Preferably some experience in an SRE role.
• Good Software engineering skills preferably with experience in Identity and Access Management products and Front-End/Mobile technologies like Angular and Ionic framework, Java, etc.
• Experience with cloud technologies and any certificates like AWS Certified DevOps Engineer, AWS Certified Developer/Security Associate, Certified Kubernetes Administrator, Certified Kubernetes Application Developer a plus.
• Understanding of Linux system internals, are familiar with the TCP or IP stack, network routing and load balancing.
• Command of Observability tools such as DynaTrace, Splunk, AWS Canaries, CloudWatch, automation tools such as Ansible, Terraform and CI or CD pipeline tools such as Jenkins, UDeploy, SonarQube, AppScan, Nexus.
• Approach troubleshooting systematically and have a deep sense of ownership for whatever you work on.
• Design and development skills extend to service design patterns, APIs, UI/UX frameworks.
• Ability to root cause sources of instability in a high traffic, distributed system.
• Understanding of large-scale complex systems from a reliability perspective.
• Strong relationship building skills
• Exceptional Communication skills - written and verbal
• Excellent presentation skills and ability to formulate ideas for presentation to upper management
• Candidate must be authorized to work in the US without company sponsorship. The company will not support the STEM OPT I-983 Training Plan endorsement for this position.