Lead Site reliability engineer- Roche Information Solutions (RIS)

Who We Are

At Roche, we are passionate about transforming patients’ lives, and we are bold in both decision and action - we believe that good business means a better world. That is why we come to work every single day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow.

Roche is strongly committed to a diverse and inclusive workplace. We strive to build teams that represent a range of backgrounds, perspectives, and skills. Embracing diversity enables us to create a great place to work and to innovate for patients.

The Opportunity

• Support mission critical applications running.
• Adhere to agreed SLAs
• Working with users to troubleshoot and resolve issues in the various customer applications. Providing a high-level of service and responsiveness to users.
• Experience in designing & implementing large-scale solutions with one or more of the public cloud platforms including Azure, AWS.
• Experience in managing large teams distributed across Geo-graphically in intensive, ever-changing, mission-critical, 24x7 environments
• Diagnose and resolve customer inquiries and technical issues related to operating platform and products in production environment.
• Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, this individual will manage communications to customers at all levels to maintain positive relationships
• Utilize information tools, training and experience to provide high level of customer satisfaction
• Document all the issue resolution and application knowledge as per the defined standards.

• 4 – 8 years of relevant experience
• Java Support responsibilities include debugging and troubleshooting java based applications.
• Proven hands-on Software/Application support with core Java or dotnet, micro services, SQL queries.
• troubleshooting and the ability to delve deeply into technical details & acquire/create the necessary knowledge to effectively troubleshoot and repair of the applications
• Collaborative team player with excellent influence and interpersonal skills; inspires confidence.
• Experience with public Cloud providers, including Amazon Web Services architecture, tools, and Cloud methodologies.
• Would be part of P1 war room R&R, acceptance criteria, triage synopsis, on-call contact list, align with product on errors with impact upon the end user workflow & train the staff about incident response handling
• Should have experience in handling escalations, complaints Incident Management and RCA with excellent documentation and knowledge management
• setup monitoring for application, infrastructure, production security work with SRO to setup dashboards, searches, filters, alerts & strong understanding of quality assurance and testing processes.
• Knowledge Splunk, VictorsOps,Thousadn Eyes,Slack, web automation like selenium and ability to learn new tools and technologies.
• Meet SLAs & KPIs for a rapid turnaround for issue resolution to the satisfaction of internal & external customers. Manage processes for the secure & reliable operation cloud/edge environments
• Excellent written and verbal communication
• High-degree of analytical and problem solving skills
• Exposure to handling customers from various geographies
• Strong debugging and troubleshooting skills
• Ability to work with minimum supervision
• Team player who shares ideas and resources
• Flexibility to work in shifts or weekends as per schedule

Education

• Bachelor degree in informatics, life-sciences or equivalent work experience is required
• Experience in testing business intelligence/analytics applications or software for multi-tenant enterprise SaaS applications is a big plus
• Scripting experience with bash or python or shell scripting. Must feel comfortable writing automation scripts
• Knowledge of Big Data Technologies any one or more of: HP Vertica, Hadoop, SPARK, Amazon EMR, Redshift, Kinesis and/or DynamoDB, ,ETL, and data modeling with any one of Oracle, MySQL, DB2, or MS SQL Server considered a plus
• Experience in the healthcare business/industry considered a big plus

Mindset

You will be expected to demonstrate the We@RD dimensions and help evolve the functions culture beliefs and bring We@RocheDiagnostics to life, as part of the TransformD journey. The dimensions are:

• We are passionate about our customers and patients

• We radically simplify

• We trust, collaborate & have fun

• We ALL lead

• We experiment & learn