This is a hybrid role with a required onsite presence in one of our offices in Rancho Cordova, CA or Camp Hill, PA; fully remote work is not available for this position.
The Expert Site Reliability Engineer plays a pivotal role in ensuring seamless and efficient operations, grounded in ITSM methodology. They align IT services with business objectives, proactively adapting to the organization's evolving needs. Acting as a bridge between traditional IT service management (ITSM) and modern agile, collaborative approaches, they possess deep expertise in ITSM practices and DevOps culture. This unique skill set enables them to optimize IT service delivery, fostering innovation and efficiency.
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With a data-driven mindset, they influence and champion continuous improvement, driving automation and streamlining processes to enhance overall performance. Additionally, they serve as a mentor to junior team members, guiding them in best practices and fostering a culture of excellence.
Responsibilities:
- Drive Continuous Improvement – Leverage meaningful data to influence and enhance operational efficiency.
- Automate Routine Tasks – Identify opportunities to streamline deployments, monitoring, and incident response through automation.
- Optimize CI/CD Pipelines – Manage and refine continuous integration and delivery processes.
- Incident Management – Collaborate on root cause analysis (RCA) and postmortems to mitigate risks and improve resilience.
- Ensure Smooth Change Management – Collaborate with teams to execute safe, efficient releases aligned with ITIL best practices.
- Enhance System Monitoring – Develop dashboards and monitoring tools to track performance, availability, and overall system health.
- Advance ITSM Processes – Continuously refine Incident, Problem, Change and Release Management using automation and engineering best practices.
- Strengthen Cross-Team Collaboration – Partner with DevOps, Application Support, and Infrastructure teams to elevate service delivery and minimize operational toil.
Qualifications:
Minimum Qualifications:
- Bachelor's degree with 7+ years of professional experience in IT service management, infrastructure, or a related field.
- 5+ years in an infrastructure-focused role with hands-on technical expertise.
- Technical Proficiency:
- Practical experience with monitoring and logging tool Datadog.
- Familiarity with CI/CD tools like Jenkins, GitHub, or Azure DevOps.
- Strong knowledge of ITIL-based processes and proven experience implementing or supporting them in an enterprise environment.
- Problem-Solving & Collaboration:
- Ability to collaborate effectively across teams to solve complex technical challenges.
- Strong analytical and critical thinking skills for troubleshooting and optimizing workflows.
- Capable of working independently with minimal supervision, driving initiatives forward.
- Stakeholder Engagement:
- Partner with business users, IT teams, and vendors to align IT services with organizational needs.
- Identify opportunities for service improvement, enhancing efficiency and customer satisfaction.
- Generate reports and analyze data to track process performance and identify trends.
- Bridging ITSM & DevOps:
- Understands the balance between structured ITSM processes for stability and the agile, collaborative nature of DevOps for rapid delivery.
- Works to integrate ITSM into DevOps workflows, ensuring seamless execution of incident management, change management, and other critical ITSM functions.
- Acts as a liaison between ITSM and DevOps teams, fostering communication and alignment to ensure streamlined operations.
- Key Skills & Responsibilities:
- Agile & DevOps Expertise: Strong understanding of Agile methodologies, DevOps principles, CI/CD, automation, and collaboration.
- ITSM Frameworks: Proficient in ITIL or other ITSM models, applying best practices to optimize IT service management.
- ITIL 4 Foundation (or higher) certification
- Six Sigma certification
- Experience working in a regulated or compliance-heavy environment (e.g., healthcare, finance)
- Background in Agile and/or SAFe frameworks
- Experience with Ivanti or similar ITSM platforms.
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 22. $92,500 - $200,400
Additional Information:
Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:
- Competitive base and incentive pay
- 401(k) with robust matching and non-matching contributions
- Rich medical & pharmacy benefits
- 100% employer-paid dental and vision benefits
- Holistic wellbeing program with deep financial incentives
- Generous paid time off plus 12 paid holidays and your birthday off
- Culture of growth and learning: career development; tuition reimbursement; recognition program
- Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
- Social responsibility and volunteer opportunities
- Employee discount program
Fair Chance Ordinances and Criminal Background Considerations
This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.
Important Work Authorization Information
Please note, Delta Dental will not sponsor applicants for work visas for this position.
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