Customer Reliability Engineer Jobs in Tennessee (NOW HIRING)

Key Responsibilities

Capacity Ingestion andManagement:

-      Designsand architects infrastructure and/or service according to terms for reliabilityand functionality.

-      Forecastsdemands for infrastructure and responds to capacity needs, ensuring systems havesufficient resources to handle current and future workloads and identifyingresource gaps.

-      Collaborateswith the software development team to develop infrastructures, ensuringfeatures are reliable and scalable according to deployment requirements.

-      Proactivelyidentifies opportunities for prototyping and drives prototyping initiatives(e.g., testing new applications or infrastructures, assisting in onboarding) toexplore novel approaches.

Incident and ServiceLifecycle Management:

-      Exercisesjudgment when performing data collection, triage, technical analysis, andredirection to maintain and optimize operations and infrastructure reliability.

-      Takesproactive steps to monitor services, maintain up-to-date knowledge of theirperformance, and document their condition.

-      Leveragesadvanced knowledge to perform incident response, root cause analyses, and/ormaintenance on assigned services (e.g., software installs, version upgrades,security updates, backup and recovery).

-      Providescomprehensive health and performance reporting and takes appropriate actionsbased on trends in data.

-      Mayperform provisioning to support infrastructure, applications, and services.

-      Mayexperiment with new approaches for and performs decommissioning (e.g., shuttingdown servers, removing data from databases) to remove objects that are nolonger needed.

Automation:

-      Identifiesand recommends opportunities for automation and assesses potential benefits toenhance operational efficiency.

-      Developsand implements design, automation tools, or scripts to provide solutions,gather metrics, monitor, analyze, mitigate, or remediate issues/defects withininfrastructures.

-      Conductstesting on moderately complex automations to ensure they perform taskscorrectly and produce expected results.

Technical Communication andGuidance:

-      Writesrelease notes and/or communicates comprehensive information about the scale,capacity, security, performance attributes, and requirements of services andtechnology with customers and immediate and related teams.

-      Proactivelyanticipates and articulates the potential impact of infrastructure, feature,and tool changes, considering their impact across team operations.

-      Servesas a resource to team members on what information to communicate and how tocommunicate.

Troubleshooting andResolution:

-      Providescomprehensive operational support for technology, serving as a key escalationpoint for incidents and moderately complex issues arising within Oracleservices.

-      Drivesand actively participates in on-call shifts to address issues.

-      Executesthe resolution of technical issues spanning multiple services, applyingadvanced investigation and debugging techniques to achieve SLOs (service levelobjectives).

-      Documentsincidents according to reporting methods and performs root cause analyses,capturing essential information for analysis and future reference.

-      Performspost-mortem procedures to prevent incident reoccurrence.

Innovation and Improvement:

-      Conductsadvanced experiments and evaluations of cutting-edge tools and technologies tooptimize infrastructure performance and reliability, taking proactive steps toadhere to security standards.

-      Identifiesand seeks opportunities to execute improvements for performance bottlenecks anddeployments, ensuring efficient resource usage, speed, and scalability.

-      Developsand maintains advanced knowledge of site reliability trends, sharing valuableinsights and information with senior team members, management, and beyond topromote innovative building, testing, deploying, and running services.

-      Performsmoderately complex analyses and provides clear data on production to drivebusiness development decisions (e.g., design changes).

Core Responsibilities

Planning & Execution:

-      Managesand coordinates moderately complex tasks, monitoring timelines and deliverablesto ensure timely completion and adherence to requirements for a moderatelysized project or initiative. Efficiently delegates, monitors, and prioritizeswork across multiple projects, providing technical oversight and adjusting plansto address shifts in resources or timelines.

Collaboration &Partnership:

-      Collaboratesacross the organization to align on expectations and achieve shared objectives.Leverages understanding of business leaders, stakeholders, and/or customers toensure proposed solutions meet their needs. Supports inclusivity by activelyseeking and listening to diverse perspectives, ensuring others feel heard andrespected.

Problem Solving:

-      Identifiesand addresses moderately complex issues by analyzing a wide range of dataand/or information to identify solutions in accordance with standard practices.Proactively escalates unresolved or critical issues with a thorough assessmentand suggests potential solutions. Reviews, contributes to, and documentsproblem solving strategies.

Continuous Learning:

-      Pursueslearning opportunities to expand knowledge and skills and/or tools in new areasand stays abreast of the latest industry trends and best practices. Proactivelyseeks and leverages ongoing feedback and training to improve skills. Coachesand mentors junior team members, fostering continuous learning and knowledgesharing within and across teams.

Continuous Improvement:

-      Developsideas, recommends updates, and/or collaborates on the implementation of processimprovements to increase the efficiency and effectiveness of processes,protocols, and workflows across teams, and evaluates the impact on keystakeholders. Solicits feedback from others on ideas for alternative approachesand methods for continued improvement.

Performance and Development:

-      Contributesto the talent development pipeline by participating in candidate interviews,assessing candidates, and providing hiring recommendations.

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