Senior Site Reliability Engineer

Are you ready to be the driving force behind the reliability and performance of our Content Platforms and Publishing Systems, leveraging your technical expertise and collaborative spirit as a Senior Site Reliability Engineer? If yes, we're looking for you.

Join our team to make a lasting impact and ensure the seamless operation of both On-Prem platforms and some AWS interactions. You will also partner closely with the Global Command Center (GCC) team who provide around-the-clock level 1 incident response and deployment services for our production and pre-production environments. 

This position requires flexibility in work schedule as support is need off hours (Including On-call rotation).

About the Role:

In this opportunity as a Sr. Site Reliability Engineer, you will: 

• Develop, Deliver, and Support: By applying modern SRE operational & development practices, you will be involved in the entire operational support, Monitoring, automation, building, and delivering high-quality solutions for the team.
• Be a Team Player: Working in a collaborative team-oriented environment, you will share information, value diverse ideas, and partner with cross-functional and remote teams.
• Be an Effective Communicator: through active engagement and communication with cross-functional partners and team members, you will effectively articulate ideas and collaborate on technical developments.
• Partner with engineering teams on various On-Prem projects that evolve stability and supportability of production and pre-production publishing application systems, infrastructure and environment.
• Respond to incidents - identify problems, determine mitigation steps, determine root cause, identify preventative actions, communicate status with the team and stakeholders.
• Represent operations in a technical fashion to leadership and development teams.
• Engagements that evolve the stability, scalability, and supportability with development and other operations teams to continue evolving our monitoring and operational procedures for the architecture.
• Automate existing manual development/operational process
• Implement non-functional requirements in prod and pre-prod to ensure system availability, scalability, performance, monitoring, alerting and efficient incident troubleshooting.
• Act as a point of contact for developers and business partners for specific areas of focus.
• Proactively share knowledge with colleagues.
• Creates and maintains well-written documentation, such as deployment procedures and troubleshooting guides.
• Provide on-call support on a scheduled basis.
• Analyzes customer problems of moderate complexity & scope of impact
• Mitigates customer impact of issues and recommends and executes work arounds
  • Identifies options for problem resolution and initiates action
  • Engages others as appropriate and escalates as required
  • Proactively monitors production and nonproduction environments and/or applications
  • Conducts root cause analysis and correlation of other system and/or application problems of moderate complexity.
  • Contribute and develop documentation on Application services, infrastructure details, Recovery Procedures, Root cause analysis, and post-incident review.
• Provides advice or training to users about the application systems' functionality, correct operation or constraints, and corrects user faults
• Participates in project planning sessions with team members.
• Manages multiple and sometimes competing priorities with guidance.

About you:
You’re a fit for the role if your background includes:

• A four-year degree in computer science or a related field, or equivalent work experience is required
• 5-8 years of experience in enterprise-level operations support role OR DevOps role.
• Working knowledge of infrastructure components (e.g compute, storage, and networks)
• Familiarity with a scripting and markup languages (i.e. Python or Java)
• Familiarity with Jenkins/GitHub actions
• Expertise in observability and monitoring tools, like Dynatrace, Datadog, AppDynamics, Splunk, etc.
• Deep understanding of Application performance monitoring (APM) and user monitoring.
• Working knowledge of Incident and Change Management using ServiceNow
  • Proactive in raising problems and identifying solutions.
  • Driving long running incidents with a mindset of resolving them with minimal interruption
  • Spearhead root cause analysis/post incident review meetings with technical debugging skills and track/implement lessons learned to avoid re-occurrence.
  • Representing team/applications in CAB review meetings with other stakeholders to justify any planned downtime
• Familiarity (Good to have) with Amazon Web Services (AWS ECS, CloudFormation, CloudWatch, Elastic Search, networking concepts etc.)
• Ability to support a variety of applications/infrastructure, crossing multiple platforms,
• Ability to solve problems independently and coordinate with multiple support/development/user groups
• Ability to articulate/analyze technical issues,
• Ability to communicate effectively with technical staff, management and business team members.
• Strong sense of customer service.
• Able to work in a highly collaborative team setting.
• Approaching work with a DevOps and continuous improvement mindset

Preferred Qualifications

• ITIL Foundation (V3/V4) certification – Experience of handling Events/Incidents/Problems/Change/Release & Deployments and updating KEDBs under pre-defined SLAs
• Experience of driving long running incidents with a mindset of resolving incidents with minimum service disruptions, followed by detailed root cause analysis with logs debugging resulting in improvement opportunities.
• Experience in managing compliance related tasks on multiple on-prem platforms (Unix/Linux/Windows/MF etc.) – including the OS/DB patching, Certificate renewals, Vulnerability fix etc.
• Create/Own/Assign/Update/Close ADO projects/epics/user stories for regular leadership/project status updates.
• Understanding of networking principles and database technologies
• Familiarity with publishing applications and architecture
• Data Center and/or software development experience

To apply, please upload your updated resume in English.

Location: CDMX

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What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

• Culture:  Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

• Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social, and Governance (ESG) initiatives for local and global impact.

• Purpose-Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. 

Accessibility 

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.