Site Reliability Engineer
3 weeks ago
Itron is revolutionizing how utilities and cities manage energy and water. We are committed to creating a more sustainable, resourceful world. Join us.
Job Family SummaryPlans, designs, develops and tests software systems or applications for software enhancements and new products including cloud-based or internet-related tools. Evaluates reliability of materials, properties and techniques used in production; plans, designs and develops electronic parts, components, integrated circuitry, mechanical systems, equipment and packaging, optical systems and/or DSP systems. Designs, implements and maintains quality assurance protocols and methods for processing materials into partially finished or finished products. Responsible for planning, implementing and managing compliance of manufacturing and production processes with internal and external safety, quality and regulatory standards requirements for worldwide distribution. Designs methods and procedures for inspecting, testing and evaluating the precision and accuracy of production processes, production equipment and finished products. Performs analysis of reports and production data to identify trends and recommend updates or changes to quality standards and procedures when necessary. May assure compliance to in-house and/or external specifications and standards (i.e. GLP, GMP, ISO, Six Sigma).
Level SummaryA skilled engineer using professional concepts to apply company policies & procedures to resolve issues through effective communication of the results of his/her work to project team and management. Collaboratively works on problems of limited scope where analysis of situations or data from which answers require a review of a variety of factors. Has productive internal working relationships. Receives general instructions on routine work, detailed instructions on new projects or assignments.
Roles & Responsibilities- Contribute to the NOC on various shifts to support 24/7 operations, including support a call-out rotation as needed to ensure customer needs are met
- Monitor all production networks, servers, applications and services
- Respond to alerts/alarms according to standard operating procedures, including escalations from Customer Service (Tier 1 & 2) or Customer NOCs
- Track and document all issues in a ticketing system
- Help define and document operations Methods & Procedures (M&Ps) for the Network Operations department
- Implement and strictly follow change management procedures and systems
- Support managing and maintaining the ITRON Monitoring Systems (these report on the status and performance of monitored components e.g. Tools, devices, network, servers, DBs, OS, services etc.)
- Collaborate with third party suppliers, as needed from escalation through to resolution
- Participate in server and network builds and installs as well as application upgrades
- Assist with the development of business processes and systems to establish and measure Key Performance Indicators (KPI) which will be used in customer Service Level Agreements (SLA). Systems would include a Network Management System (NMS), Trouble Ticket System (TTS) and Change Management System (CMS)
- Capable of multi-tasking, good time management and prioritization of workload
- Able to produce high-output (i.e. 20+ tickets a day) and attention to detail
- Experience with UNIX/ Linux -based operating systems, Virtual deployments (VMWare) and scripting capabilities
- Excellent analytical, problem-solving and technical troubleshooting skills.
- Strong verbal and written communication skills; ability to remain composed and professional in stressful, high-pressure situations
- Understanding of ITIL and Service Management concepts
- Highly motivated, self-starter with a positive attitude and strong initiative to face the challenges of a very fast-paced, high-energy, yet sometimes stressful, customer-focused operations organization.
- Schedule flexibility with ability to work non-standard business hours and shifts and be included in regular rotation of an off-hour's pager or occasional shift coverage for holidays or other staffing reasons (vacation, sick, etc.).
Preferred Skills and Experience
- Familiarity of smart grid and electrical utilities
- Solid understanding and practical use of TCP/IP and related Internet protocols
- Network troubleshooting and analysis. Experience working on Cisco router/switch/firewall platforms; CCNA/CCNP
- Experience with wireless/RF networking technologies
Education
Bachelor's degree in related field or equivalent experience. Degree preference in computer science, information systems, electrical engineering, or a related field. Qualifying experience and/or technical certification (e.g. CCNA/CCNP, RHCT, etc.) may substitute for the required education.
Physical DemandsThis is a typical office job, with no special physical requirements or unusual work environment.
#LI-ZN1
Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for
The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills and experience.
Itron is proud to be an Equal Opportunity, Affirmative Action Employer. If you require an accommodation to apply, please contact a recruiting representative at or email
Itron enables utilities and cities to safely, securely and reliably deliver critical infrastructure solutions. We provide smart networks, software, services, meters, and sensors to better manage electricity, gas, water and city services. We are dedicated to creating a more resourceful world.
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