Reliability Engineer

Position Description:

We are seeking a skilled Reliability Engineer to support our client's mission by enhancing Production Monitoring and ensuring optimal service delivery for their applications. This role involves proactive issue identification, incident resolution, and system health optimization within a 24x7x365 operational environment. The ideal candidate will lead monitoring solutions, manage ITIL engineers, automate processes, and collaborate across IT and business teams to improve service reliability. Expertise in AWS environments, root cause analysis, and technical troubleshooting is essential, along with strong communication and leadership skills to drive continuous improvement.

Requirements:

• Experience in Production Monitoring & Support within a 24x7x365 operational environment.
• Strong expertise in incident management, root cause analysis, and problem resolution for cloud-based applications.
• Hands-on experience with Amazon Web Services (AWS) and cloud-based monitoring tools.
• Proficiency in ITIL processes and managing ITIL engineers for efficient service delivery.
• Ability to build and implement monitoring solutions, automate manual processes, and create alerts to ensure system stability.
• Experience with system health monitoring, performance optimization, and troubleshooting production issues.
• Strong leadership skills to collaborate with IT, business, and infrastructure teams to improve production support processes.
• Effective communication skills to provide updates, incident reports, and status updates to leadership and stakeholders.
• Ability to develop and maintain technical documentation and knowledge base resources for production support.
• Experience in triaging and resolving production incidents, assessing severity, and properly escalating issues.

Responsibilities and Duties:

Customer Facing:

• Build monitoring and production support solutions to provide customer with visibility towards our services.
• Manage ITIL engineers.
• Triage and resolve production incidents related to the cloud platform and participate in root cause analysis and postmortem discussions.
• Function as a solution manager in support of the Manager, Production Support by leading the implementation of short-term and long-term solutions, automating manual processes, and building alerts to monitor the operation of services.
• Asses initial severity, gather impacts, create tickets, engage support teams, and escalate issues properly as they arrive.

Optimizes Work Processes:

• Participate in the creation and maintenance of technical and knowledge base documentation.
• Troubleshoot production issues problems and collaborate in developing simple technical solutions.
• Use diagnostic tools to maintain, troubleshoot and restore standard service or data to systems.
• Lead Implementation of production support activities in an Amazon Web Services environment.
• Lead technical and design discussions with IT to help enterprises speed their adoption of new technologies and practices.
• Perform System health monitoring and optimizing performance
• Define and establish monitoring and other processes and tooling for monitoring and performing routine system health checks to ensure optimization and stability of application.

Collaborates:

• Work as a technical leader alongside business, development, and infrastructure teams.
• Effectively work with IT and business teams, as well as external customers, to lead the resolution of production incidents and provide communication during outage.
• Collaborate with other members of IT and business in streamlining production support processes.
• Work closely with other teams and recommend solutions to improve production support current processes that reflect business needs, security, and SLAs of our production services.
• Work closely with Infrastructure team and other support staff to identify and resolve incidents and create and implement long term remediation techniques and fixes.
• Provide support and coach other members of the Production Support team.

Communicates Effectively:

• Communicate clearly and effectively across IT, business process owners, and customers at all levels of the organization.
• Communicate progress and any challenges to management.
• Communicate overall status and health of the application to business and application support teams.

Active CBP/BI or Top Secret clearance is highly desired.  Must be open to working 2nd or 3rd shift in a 24/7/365 environment.

Due to the nature of the work we support, all candidates in consideration for this role must be willing to undergo the government issued background investigation process. We highly encourage all Veterans and those with disabilities to apply.

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Ardent is an equal opportunity employer. We will not discriminate in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity, gender expression, or any other basis protected by state, local, or federal law.