Digital Site Reliability Engineer 2 (req 1235)

February 15

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Granicus

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Empowering a Modern Digital Government.

Cloud Computing • Streaming Media • Webcasting • Government Transparency • communications

501 - 1000

Description

• Take charge of escalated tickets from the Support team and internal stakeholders, providing timely and effective solutions • Demonstrate the ability to complete tasks independently, showcasing a proactive and self-driven approach to problem-solving • Update our ticket tracking system diligently, ensuring accurate and up-to-date status reports on all ongoing issues • Document troubleshooting steps and resolutions systematically to build a knowledge repository for the team • Contribute to the team's knowledge base by creating comprehensive documentation articles that aid in handling various support issues • Establish and maintain Service Level Indicators (SLI), Objectives (SLO), and Agreements (SLA) targets for applications and services • Document and escalate user stories, bugs, and defects, fostering a collaborative environment for issue resolution • Utilize software development best practices to automate solutions, reducing manual effort and enhancing efficiency • Participate in on-call rotations to respond to critical incidents and provide 24/7 support • Uphold Granicus information security standards by ensuring the Confidentiality, Integrity, and Availability (CIA) of information assets in adherence to the company's information security program

Requirements

• A degree in Computer Science or a related field, or 3+ years of hands-on experience in SaaS environments • Over 3 years of practical experience supporting SaaS-based web applications • Over 3 years of experience working with Windows OS • Demonstrated experience with ticketing systems, with a focus on JIRA • Proficiency in using CI/CD tools, particularly Gitlab • Solid understanding of networking concepts • Hands-on experience writing and troubleshooting Python • Intermediate-level knowledge of HTML 5, CSS, and JavaScript • Intermediate-level knowledge of .NET • Solid knowledge of relational databases, including MSSQL and MySQL • Experience with Azure or AWS cloud platforms • Familiarity with pipelines and experience with monitoring tools like New Relic and Elastic

Benefits

• Comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services • Empowers stronger relationships between government and residents • Simplifies interactions with residents, while disseminating critical information • Brings governments closer to the people they serve • Driving meaningful change for communities around the globe