Service Reliability Engineer - CRT
IBM is the world's largest information technology company, with more than 100 years of leadership in helping businesses innovate. Drawing on resources from across IBM and key business partners, IBM offers a variety of services, solutions and technologies that enable customers, large and small, to jointly achieve a Smarter Planet.
The role of Critical Response Team (CRT) Service Reliability Engineer (SRE) is a pivotal client-facing cross technology leadership role.
There are 2 primary objectives from the CRT team:
#1 Service recovery during critical Client-Impacting outage Events,
#2 Proactive Technical Health Checks (THC) of client services with the object of identifying deviations against best practices and risks within client environments.
The secondary aspect to this role is the identification of persuasive problems across the wider client-base, identifying opportunities to build automation to detect and remediate these deviations.
With functional reporting into the CritSit Response Team Tribe Leader, the SRE role itself is a cross-technology leadership role, leading a squad of Subject Matter Experts (SMEs) during Client Impacting Events (CIEs) and THCs.
The SRE will be able to authoritatively demonstrate depth in one or more areas of technical strength, with the ability to authoritatively represent other technology areas.
The SRE, as Squad Leader, while not a personnel management role, must have experience in team leadership under pressure situations.
The SRE will be interfacing with client C-Suite executives, representing IBM during all aspects of service recovery and/or THC.
Required Technical and Professional Expertise
-Deep subject matter expertise in one or more technical disciplines (Storage, Network, Resiliency, Security, Automation) - 10+ years
-Strong technical Leadership Skills - 5+ years
-Strong communication/documentation skills with the ability to communicate at senior level with stakeholders, management, and clients.
-Strong problem-solving capabilities with the ability to a consultative approach on solutions for clients.
-Fluent English (Spoken and Written)
-Flexibility to Travel 50%+
-Flexibility to work extended hours as necessary
Preferred Tech and Prof Experience
- Vendor Certification (RedHat, Microsoft, IBM - Product Certification)
- Subject Matter Expertise in additional technical disciplines (Cloud, Security, etc)
- ITIL Process Certification
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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