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Site Reliability Engineer in Santa Barbara, CA ,  at Arthrex

Date Posted: 2/14/2018

Job Snapshot

Job Description

Requisition ID:
Site Reliability Engineer
Arthrex, Inc.
INC Santa Barbara, CA

Main Objective:

Responsible for the uptime of customer’s production systems and processes on computer systems supported by Arthrex.

Essential Duties and Responsibilities:

  • Responsible for the customer experience from “go live” on, ensuring uptime, upgrades, and performance are flawless for multiple locations worldwide.
  • Confirms and troubleshoots all alerts and incidents from remote monitoring tools, Integration Teams, and customers; works to resolve all L1 and L2 issues related with network infrastructure, hardware and applications.
  • Monitors, resolves, and/or manages all incoming incidents and is responsible for resolving or prioritizing any unresolved issues and escalating to the appropriate product teams, software development engineers, network engineers, integration engineers, and others to facilitate so the ticket can be closed in a timely manner
  • Communicates all customer incidents to management and other technical personnel within SLA (Service Level Agreement) parameters.
  • Develop and maintain support and troubleshooting documentation to reduce the Mean Time to Repair and improve site supportability.
  • Manages the upgrade process of customer sites including application, network, and support infrastructure.
  • Assists management by providing integration of new applications into the build and deployment framework.
  • Recommends updates, patches, replacements or upgrades to current software tools and monitoring systems.
  • Analyzes and recommends solutions, upgrades and services for streamlining and improving the process.
  • Assist with architecture and design of ACT projects and methodology.
  • Domestic and international travel may be required.

Incidental Duties:

The above statements describe the general nature and level of work being performed in this job.  They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management.

Education and Experience:

  • Minimum of 3 years of experience in technical or network operations support environment with proven and progressive enterprise services infrastructure support and implementation experience support required.
  • Bachelor’s Degree required, preferably in Computer Science or related field. 
  • Certifications are preferred (examples CCNA, CCNP, JNCP, MCSE, RHCA)
  • Previous experience in enterprise class organizations is strongly preferred.

Knowledge and Skill Requirements/Specialized Courses and/or Training:

  • Proven understanding of TCP/IP networking protocols, SNMP, UNIX/Linux/Windows Server Operating Systems, HTTP/HTTPS, SMB, NFS, SMTP, IMAP, SSH, DNS, NTP, and Microsoft Office products are preferred.
  • Expertise with enterprise monitoring tools examples:
    •   Logic Monitor, New Relic, Zenoss, Nagios, HPNA, HP Openview, HP Insight Manager, AppDynamics, SolarWinds, Splunk, Pagerduty.
  • Working understanding and the ability to troubleshoot SQL DB’s. Hands on experience with MySQL, SQLite and MSSQL preferred.
  • Ability to update and configure Linux systems and packages.
  • Linux/Windows scripting to automate system maintenance tasks.
  • Demonstrated experience configuring and troubleshooting switches via CLI.
  • Capable of working effectively with minimal direct supervision.
  • Excellent customer services skills.

Reasoning Ability:

  • Ability to define problems, collect data, establish facts, and draw valid conclusions. 

  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Mathematical Skills

  • Ability to comprehend and apply mathematical principles to the degree required to perform the job based upon job requirements.

Language and Communication Skills:

  • Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above. 

  • Ability to verbally communicate ideas and issues effectively to other team members and management.

  • Ability to write and record data and information as required by procedures.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear.  The employee is frequently required sit; use hands and fingers, to handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. 

Vision Requirements:

  • Visual acuity necessary to do the job safely and effectively.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The area that this job is performed in is a general office or open cubicle/workstation environment.  The noise level in the work environment is usually moderate.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.