Site Reliability Engineer Manager

Pt. Alto Network; Daerah Khusus Ibukota Jakarta; On-site; IDR 1.169.395.000 - 1.503.509.000; Full time

Job summary

A leading payment infrastructure provider in Indonesia is seeking a Site Reliability Engineer Manager to oversee the support and maintenance of applications. You will develop strategies for incident resolution and ensure compliance with industry standards. The ideal candidate should have over 7 years of experience in IT support roles and strong leadership skills.

Qualifications

• At least 7 years of experience in IT Support/Application Support/System Engineer management.
• Strong knowledge of ITIL v4 and project management methodologies.
• Proficient in various cloud computing platforms and database management.

Responsibilities

• Oversee the support & maintenance of large portfolio applications.
• Develop strategies for incident resolution and service requests.
• Ensure compliance with banking regulations and industry standards.

Skills

Project Management (agile & waterfall)

IT service management (ITIL v4)

Cloud computing concept & practice

Strong relationship management

Excellent communication skills

Education

Proven experience as IT Support/Application Support/System Engineer manager

Tools

GCP

AWS

Docker

Kubernetes

SQL

Job description

COMPANY DESCRIPTION

ALTO Network is a leading payment infrastructure provider as well as the pioneer in payment solution by always bringing the most innovative and impactful technology to connect merchants or financial institutions with their customers to grow their businesses nationwide and beyond.

DESIGNATION : Site Reliability Engineer Manager

RESPONSIBILITIES

• Oversee the support & maintenance of large portfolio applications, ensuring those applications run on optimal performance & reliability (L2 Support)
• Develop strategies and implement process to ensure timely and efficient resolution of incidents, problems & service requests
• Establish and manage a robust on-call support structure to address critical issues
• Develop strategies and implement process to ensure timely and efficient deployment process
• Review unit SRE activity performance, application performance, and make initiation of improvement (process or task handling)
• Collaborate with other IT teams, business units, and external vendors to address application-related issues
• Ensure Service Level Agreements (SLAs) are met and continuously improve support processes
• Conduct regular service reviews and provide reporting on application performance and support activities
• Review root cause analysis (RCA) and review of corrective actions to prevent re-ocurrence of issues
• Ensure all IT services comply with banking regulations, industry standards, and internal policies
• Identify opportunities for process improvements, automation, and innovation to enhance technical operation efficiency.
• Foster strong relationships with internal and external partners to support the organization strategic goals.
• Contribute to the development of the SRE roadmap and strategy.
• Identify and prioritize key initiatives.
• Stay up-to-date on the latest SRE trends and technologies.
• Research and evaluate new tools and techniques.
• Ensure team members have individual performance plans
• Monitor team performance and conduct regular appraisals/mentoring/coaching
• Manage training and development team members
• Collaborate with internal & external unit to enabling monitoring tools, centralized log, and others automation purpose
• Lead incident & problem resolution
• Ensure team members understand customer (internal & external) needs and deliver the expected outcomes
• Regularly review work processes for areas of improvement
• Develop team program that supports the organization's business strategy.
• Monitor and report on progress towards achievement of plans and strategies.
• Faster a customer-focused working environment with clear responsibilities and expectations for team members.
• Develop and maintain collaborative relationships with key clients (external)
• Establish and maintain active and constructive relationships with other team in the organization. (internal)
• Risk/Findings audit to be fulfilled
• Ensure staff are informed and trained to support good corporate governance in their specific areas of work.

QUALIFICATIONS

• Proven experience as IT Support / Application Support / System Engineer manager or similar position at least 7++ years' experience.

KNOWLEDGE

• Project Management (agile & waterfall)
• IT service management (ITIL v4)
• SDLC process
• Financial service product Automation concept & practice
• Cloud computing concept & practice
• Micro service concept & practice
• Database Concept & practice
• REST API concept & practice
• ISO 8583 & ISO 20022 messaging
• JSON & XML messaging

TECHNICAL

• GCP
• AWS
• Docker
• Kubernates
• CI/CD
• Windows
• Linux
• Tandem / TACL
• SQL
• Oracle DB
• Postgress
• Maria DB / MySQL
• Microsoft SQL
• Redis
• Kafka
• Elastic, Logstash, Kibana (ELK)
• Scripting (bash / phyton)

NON-TECHNICAL

• Learning skills
• Risk Analysis
• Reporting and emergency response planning
• Strong relationship management
• Excellent communication and interpersonal skills
• Strong motivational and empowerment skills
• Commitment and reliable
• Outstanding organizational and leadership skills
• Take initiative and remain calm under pressure