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Reference # : 19-00139 Title : Operations Site Reliability Engineer Level II
Location : Phoenix, AZ
Position Type : Direct Placement
Experience Level : Start Date : 02/25/2019  
Description
Job Title Operations Site Reliabilty Engineer Job Code(s) 235207 (lev 1; 235208 lev 2; 235209 lev 3; 235210 lev 4)
Salary Plan TECH Grade(s) 25 - 32
Department(s) Information Technology FLSA Status Exempt Nonexempt
JOB LEVEL DEFINITIONS
  • Level 1 Ops Site Reliability Engineer I (grades 25 - 27)
  • Level 2 Ops Site Reliabilty Engineer II (grade 28 - 29)
Level 3 Ops Site Reliability Engineer III (grades 30 - 31)
Level 4 Ops Site Reliability Engineer IV (grades 32)
Purpose of the job
  • Serves in a real-time production support role to ensure the stability, integrity, and efficient operation of in-house information systems that support core organizational functions. Develop and utilize monitoring solutions for key enterprise solutions and IT based services, provide supports, maintains and optimizes networked software and associated operating systems. Identifies, communicates, and resolves issues to maximize benefit of IT systems investments in a highly collaborative environment with development teams, dev/ops teams and core infrastructure teams.
Qualifications
REQUIRED QUALIFICATIONS
  1. Required Work Experience
Level 1 Level 2 Level 3 Level 4
6 mos 4 years 6 years 6 years Experience in information technology or computer systems, including experience with networked software and operating systems. Experience creating monitoring solutions in commercial monitoring tools (e.g Solarwinds, SCOM, Extrahop, Nagios, Splunk, or similar tool). Experience developing tools using scripting/programming language (e.g. Powershell, Bash, Korn, Visual Basic, Python, Ruby, or other similar tool).
6 mos 2 years 3 years 4 years Experience in planning, design, development, and implementation of software systems, applications, data protection solutions and related products. Experience working across team boundaries to define and bring enterprise-level reliability and maintainability to existing services and systems while contributing to the architecture of new ones.
1 year 2 years Experience in project management and/or Agile methodology
1 year 2 years Supervisory or lead experience
  1. Required Education
  • High-School Diploma or GED in general field of study (All Levels)
  1. Required Licenses
  • N/A
  1. Required Certifications
  • N/A

PREFERRED QUALIFICATIONS
  1. Preferred Work Experience
Level 1 Level 2 Level 3 Level 4
1 to 3 years 3 to 4 years 4 to 6 years 6+ years Experience in information technology or computer systems, including experience with networked software and operating systems. Experience creating monitoring solutions in commercial monitoring tools (e.g Solarwinds, SCOM, Extrahop, Nagios, Splunk, or similar tool). Experience developing tools using scripting/programming language (e.g. Powershell, Bash, Korn, Visual Basic, Python, Ruby, or other similar tool).
1 to 2 years 3 years 5 years 6+ years Experience in planning, design, development, and implementation of software systems, applications, data protection solutions and related products. Experience working across team boundaries to define and bring enterprise-level reliability and maintainability to existing services and systems while contributing to the architecture of new ones.
1 years 2+ years Experience in project management and/or Agile methodology
2+ years Supervisory or lead experience
  1. Preferred Education
  • Bachelor's Degree in Computer Science, Information Systems, Business, or related field (All Levels)
  1. Preferred Licenses
    • N/A
  1. Preferred Certifications
    • N/A


ESSENTIAL job functions AND RESPONSIBILITIES


Level 1 ? Performs job functions under general supervision or peer review
  • Collaborate with infrastructure staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
  • Analyzes application/system metrics to track utilization trends over time to work with infrastructure/dev teams to detect/anticipate needs and failure patterns
  • Work with architecture team, dev/ops team(s), project managers, scrum masters and stakeholders to define business requirements and systems goals, and to identify and resolve business systems issues.
  • Deploy applications and enhancements to applications, software, and operating systems
  • Identify, research, analyze, track and resolve basic production problems
  • Perform server backup procedures, and other recovery processes in accordance with the company's disaster recovery and business continuity strategies.
  • Integrate servers, including database, and backup servers and software, into enterprise systems.
  • Monitor and test system performance; prepare and deliver system performance statistics and reports.
Level 2 - Performs job functions with moderate supervision and peer review (in addition to level 1 activities)
  • Advises and confers with engineers (VM, Storage, Network, Development, et. al) in design review meetings to give production support/ process automation recommendations.
  • Advises and confers with engineers (VM, Storage, Network, Development, et. al) in design review process to give production support/monitoring recommendations.
  • Create and maintain documentation as it relates to system configuration(s), mapping, and processes.
  • Gauge the effectiveness and efficiency of existing systems; develop and implement strategies for improving or further leveraging these systems.
  • Participate or lead small to medium scoped projects

Level 3 - Performs job functions with minimal supervision
  • Interact and negotiate with vendors, outsourcers, and contractors to secure system-related products and services.
  • Design and perform server/system backup procedures, and other recovery processes in accordance with the company's disaster recovery and business continuity strategies.
  • Works with development and infrastructure teams during preliminary design/development phase of a system/application build to recommend production support and monitoring methods/strategies for attaining customer-specified operational reliability, using knowledge of reliability engineering and other technologies: Analyzes preliminary plans and develops reliability engineering program to achieve customer reliability objectives.
  • Participate in Infrastructure Review process for CPM managed projects.
  • Design and build custom monitoring solutions for BCBSAZ enterprise applications
  • Facilitate and/or create new procedures and processes that support advancing technologies or capabilities
  • Analyzes application/system metrics to track utilization trends over time to work with infrastructure/dev teams to detect/anticipate needs and failure patterns
  • Participate or lead small to medium scoped projects
  • Provide peer-level review and mentoring to levels 1 and 2
  • Act as primary operational contact for internal and external customers when needed / in the absence of manager
  • Ensure Service Level Agreements between department and operational or technical areas are met
  • Lead, develop and mentor staff by providing opportunities for growth through delegation, training, and assignment to various project teams
  • Inform manager of any issues impacting the efficient and effective performance of the department including system, resource, and informational barriers; Provide timely feedback to team member on performance
  • Assist manager in the day-to-day operations of the department

ALL LEVELS
  • Each progressive level includes the ability to perform the essential functions of any lower levels and mentor employees in those levels.
  • Maintain up-to-date knowledge of developments in technology-related industries
  • Participate in corporate quality programs
  • The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.
  • Perform all other duties as assigned
competencies
REQUIRED COMPETENCIES
  1. Required Job Skills (Applies to All Levels)
    • Intermediate skill in use of office equipment, including copiers, fax machines, scanner and telephones
    • Intermediate PC proficiency
  • Intermediate proficiency in spreadsheet, database, flow charting, and word processing software
  • Working technical knowledge of current software protocols and Internet standards, including DNS, DHCP, & IIS
  • Advanced skill with core software applications, including current versions of MS Windows Server, MS Exchange, MS SharePoint, MS Active Directory, MS Systems Center, SolarWinds, CommVault, Trend, and VMware ESX
  • Excellent IT troubleshooting skills
  • Working technical knowledge of PowerShell or comprable programming languages.
  • Working knowledge of networking and PC operating systemsfrom Microsoft/Linux
  • Knowledge of data privacy practices and laws, including HIPAA regulations related to data security.
  1. Required Professional Competencies (Applies to All Levels)
    • Ability to prioritize tasks and work with multiple priorities, sometimes under limited time constraints.
    • Perserverance in the face of resistance or setbacks.
    • Effective interpersonal skills and ability to maintain positive working relationship with others.
    • Verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
    • Systems research and analysis. Ability to write and present business intelligence documentation
    • Experience working with and managing third parties
    • Knowledge of business requirements development and user acceptance testing.
    • Ability to maintain confidentiality and privacy
    • Analytical knowledge necessary to generate reports based on available data and then make decisions based on reported data
  1. Required Leadership Experience and Competencies
    • Facilitate and resolve customer requests and inquiries for all levels of management within the Corporation. (Applies to Levels 2 - 3)
  • Build synergy with a diverse team in an ever changing environment. (Applies to Level 3)
PREFERRED COMPETENCIES
  1. Preferred Job Skills (Applies to All Levels)
  • Advanced proficiency in spreadsheet, database, flow charting, and word processing software
  • Advanced knowledge of computer operating systems
  1. Preferred Professional Competencies (Applies to All Levels)
    • Advanced systems research and analysis expertise
    • Impeccable project management skills
    • Solid technical ability and problem solving skills
    • Knowledge of internal departments and operations
  1. Preferred Leadership Experience and Competencies (Applies to Level 4)
    • Ability to provide mentoring and peer review to team members
    • Ability to build lesson plans and deliver to team members
corporate responsibilities
Comply with BCBSAZ corporate and departmental policies and procedures, including, but not limited to Code Blue, Compliance, HIPAA, Computer Responsibility, Accreditation Standards, Attendance, Staff Qualifications and Quality Management Accountabilities.



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