Job Title : DevOps Support Engineer (Service Reliability Engineer) Location : Remote (Eastern Time Zone Preferred) Industry: Pharmaceutical JOB DESCRIPTION: Theoris is seeking a Service Reliability Engineer (SRE) Consultant to provide day-to-day support, monitoring, troubleshooting, and issue resolution for the MD3 infrastructure. The consultant will work alongside and under the technical direction of client staff, focusing on ensuring the reliability and performance of enterprise vendor applications hosted in AWS and a proprietary Kubernetes platform. The ideal candidate is proactive, self-sufficient, and comfortable working in an ambiguous environment. This role requires collaborating with vendors, driving deployments, and contributing to ongoing support as applications move through deployment cycles and into production. RESPONSIBILTIES: Continuously monitor the health and performance of the MD3 infrastructure, including data observations, HPC, and LiveDesign tasks. Utilize monitoring tools such as ServiceNow, Splunk, and Grafana to detect and respond to incidents in real-time. Perform regular job queue checks and maintenance activities. Monitor the MD3 dashboard and community chats/channels for issues or alerts. Diagnose, troubleshoot, and resolve technical issues related to the MD3 infrastructure. Collaborate with DevOps engineers and technical teams to resolve incidents. Document and communicate root cause analyses and resolution steps. Develop and implement automation scripts to streamline monitoring and troubleshooting. Identify areas for improvement in the infrastructure and propose solutions to enhance reliability. Participate in post-incident reviews to address monitoring and support gaps. Work closely with the DevOps team to align with business goals and research needs. Provide updates on incidents and resolutions to stakeholders. Participate in regular standups and scrums to discuss ongoing issues. Build and share bi-weekly reports on MD3 infrastructure status and performance. Develop and maintain knowledge articles for the help desk (ServiceNow) and user FAQs. Ensure documentation is up-to-date and easily accessible for the support team and end-users. Establish SLAs based on current ITSM practices for incident and problem resolution. Ensure all incidents and problems are addressed within defined SLAs. Performance Optimization: Fine-tune applications and infrastructure to meet performance benchmarks. Capacity Planning: Anticipate growth needs to scale infrastructure and optimize resource utilization. Create and maintain runbooks for critical alerts. REQUIREMENTS: Experience working with AWS-hosted vendor applications and Kubernetes platforms. Strong background in monitoring, troubleshooting, and supporting cloud-based infrastructures. Proficiency with monitoring tools such as ServiceNow, Splunk, and Grafana. Experience collaborating with DevOps engineers and technical teams. Ability to develop automation scripts to improve support workflows. Excellent communication and collaboration skills. Self-sufficient, proactive, and comfortable in ambiguous environments. Experience working in agile environments and participating in standups and scrums. Experience working with enterprise vendor applications and customized deployments. Background in performance tuning and capacity planning. Familiarity with help desk knowledge management and incident response SLAs. About Theoris: Our goal is to Fuel Your Career! As a Theoris team member, you join a culture based on people-centered values and an environment that fosters both personal and professional growth. We build long-term relationships with our clients and our consultants. With over 30 years of building strong relationships in the industry, were uniquely positioned to make the right connections. This knowledge is used to find the right job placement. Our recruiting teams are experts dedicated to the information technology and engineering staffing space and are highly respected by our client base. Best-In-Class-Benefits We are in the people business; treating people right is our ONLY priority. Theoris Services consultants are full-time employees with full benefits, including: Robust Health Insurance 401(k) plan PTO accrual Paid holidays Excellent cash-based referral program
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