Site Reliability Engr

**Duties and Responsibilities**:

- Manage and maintain the ITRON Monitoring Systems (these report on the status and performance of monitored components e.g., Tools, devices, network, servers, DBs, OS, services etc.).
- Fault handling and escalation (identifying and responding to faults on ITRON's systems and networks.
- Monitoring network performance and identifying potential issues.
- Responding to and resolving network outages and other incidents
- Gathering information from customers and escalating more complex issues to higher-level support engineers
- Communicating with customers and other technical teams to provide updates and gather information.
- Documenting customer interactions and issues in a ticketing system
- Following standard operating procedures and best practices
- Liaising with 3rd party suppliers - if required, handling escalation through to resolution.
- Maintenance of WIKI, SOPs, and technical documentation (for NOC) of processes and procedures used throughout normal operations.
- Development of knowledge and skills in network and system administration, particularly regarding ITRON’s own architecture and platforms.
- 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).
- Passionate about making customers happy.
- Able to collate and interpret data from various sources.
- Capable of multi-tasking, good time management and prioritization of workload.
- Participate in a 24x7 call-out Rota as & when required.
- Willing to work in 24X7 environment.

**QUALIFICATIONS and EXPERIENCE**
- A minimum of 3+ years of experience in a Technical Support/NOC or similar role.
- Must have experience with Windows -based operating systems, Virtual deployments (VMWare) and scripting capabilities.
- Excellent communication with a natural aptitude for dealing with people.
- ability to remain composed and professional in stressful, high-pressure situations.
- Basic network diagnostic skills.
- Basic Linux CLI skills.
- Work well in a busy team, being quick to learn and able to deal with a wide range of issues.
- Excellent analytical, problem-solving, and technical troubleshooting skills.
- Ability to assess and prioritize faults and respond or escalate accordingly.
- Proven track record within a NOC, IT or ISP environment.
- Good understanding on ITIL and Service Management concepts.
- Good academic background with a degree or equivalent qualification in Information Technology.
- 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.
- Familiarity of smart grid and electrical utilities a plus.

B**ehavior**

***ü Willing to learn and develop new skills. Good self-awareness.

ü Ability to work on own initiative. Actively seeks ways of improving existing systems and processes.

ü ‘Can do’ attitude.
- Flexible and adaptable approach to problem solving.

ü Co-operate with other teams. Actively encourage strong working relationships with other teams.

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.