Day to Day Live System Support

• Anomaly detection from periodic scanning monitoring tools on live production systems.
• Alert response from monitors within the expected SLAs.
• Run high severity Incident Triage process via Slack or Big Panda (or tool x).
• Triage and resolution of Incidents, following pre- defined Runbooks/automation.
• Recommend fixes for new issues or finding patterns through observations in the history of events.
• Automate manual processes to show iterative improvement.
• Document ‘Tribal’ knowledge gained and SOPs as Runbooks.
• Update Confluence when out of date information is discovered through triage of events.
• Perform post Incident analysis and review, providing timelines and any monitor information available.
• Perform On-Call Support for High Severity events (SEV 1, 2).
• Monitor Incident/Request queues and resolve lower priority issues (SEV 3, 4) within the SLAs.
• Partner in warranty/renewal support.
• Create /enhance production monitors and dashboards where needed to support the team’s efforts.
• Perform Patching Activities

Development & Automation

• Support in Reliability Teams Development effort.
• Automation of manual processes within Reliability Team scope of activities – including any automation which involves simplification of the reliability teams operational activities.
• Anomaly detection from periodic scanning monitoring tools on live production
• Provide recommendations/ PR fixes for new issues.
• Create /enhance production monitors and dashboards where needed to support the team’s efforts.
• Support Reliability Operations team on Incident Management on need basis.