Thomson Reuters is hiring a Senior Site Reliability Engineer to join a high-performing team of specialists providing support for Commercial Engineering. You'll be responsible for the day-to-day operations, incident detection and resolution, change planning and implementation, and compliance for a portfolio of applications and infrastructure.
What You'll Do
- Understand how the product works and how it is used by customers.
- Work closely with customers and support teams to answer questions about product features and capabilities.
- Interact with customers on- and off-site to troubleshoot issues.
- Develop knowledgebase articles for both customers and internal staff to reduce troubleshooting time.
- Follow and contribute to defined ITIL processes to manage customer requests efficiently.
- Provide technical expertise, debug web application code and database scripts for L1/L2 teams.
- Coordinate and drive issues to closure proactively.
- Understand customer issues and provide innovative workarounds or solutions.
- Provide courteous, efficient, and professional technical support by phone and email.
- Troubleshoot intermediate to advanced problems and recommend appropriate actions.
- Apply professional concepts and company policies to solve problems in imaginative and practical ways.
- Provide support case follow-up until resolution, ensuring proper escalation procedures are followed.
- Manage customer expectations and competing priorities.
- Conduct research on customer incidents to help create Knowledge Articles and reusable solutions.
- Escalate issues and work directly with Engineering Groups to resolve complex support problems.
- Be flexible to work in shifts and on-call support as required.
What We're Looking For
- 8-12 years of experience in an Application Production Support and Development role.
- Development and troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET, MVC, SQL, and JavaScript frameworks.
- Experience supporting .NET web applications.
- Advanced application troubleshooting skills with expertise in SQL & .NET technologies.
- Good understanding of customer support processes and tools.
- Good written and verbal communication skills.
- Knowledge of ITIL, application monitoring, and debugging tools like SNOW & ADO.
Nice to Have
- Exposure to Public Cloud and Cloud Computing.
- Experience in supporting SAAS applications.
- ITIL Certification.
Technical Stack
- .NET, C#, ASP.NET, MVC
- Java, JavaScript frameworks
- Linux, Microsoft platforms
- Relational databases, SQL
- Message queuing
- AWS cloud services
Team & Environment
You will be part of a high-performing team of talented SRE specialists within a larger global team in the Service Management function.
Benefits & Compensation
- Flexible hybrid working environment (2-3 days a week in the office).
- Flex My Way policies, work from anywhere for up to 8 weeks per year.
- Grow My Way programming and skills-first approach for career development.
- Flexible vacation, two company-wide Mental Health Days off, access to the Headspace app.
- Retirement savings, tuition reimbursement, employee incentive programs.
- Two paid volunteer days off annually, opportunities for pro-bono consulting and ESG initiatives.
Work Mode
This role operates on a hybrid model.
Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs.
