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Waters IT - Web/eCommerce Production Support/SRE Lead in Milford, Massachusetts

Overview

Do you want to lead a global digital transformation journey and help grow multi-million $$ digital and B2B eCommerce business? If yes, lets chat.

About the role

Waters Corporation is currently seeking an IT – Web Production Support Lead/SRE Lead. This role will report to IT - SRE Manager. This role will provide production support of Web/eCommerce application & platform, which includes Adobe Experience Management suite, SAP Commerce Cloud, Solr Search, MuleSoft based services API, etc. This role will focus on making the production platform more stable and reliable. This role will be responsible for providing intermediate to advanced technical and problem resolution support to Web and eCommerce applications. It is a hands-on role that requires a technical skillset, service provider oversight, and cross-functional team collaboration. This role is also responsible for delivering clear, concise, timely communication to stakeholders, as needed.

Who are we seeking to attract?

We are seeking individuals to join our team of talented IT professionals who share never-ending passion and an unwavering focus on our customer experience. Here at Waters, we believe that hiring and developing the best talent will lead to diversity of perspectives, ideas, and cultures to create better products and services as well as a welcoming and dynamic workplace.

We’re excited about what’s next. Join us.

  • Lead and mentor SRE team, as needed

  • Build/maintain SRE road map and establish/improve best industry SRE practices

  • Own incident management, problem management, and service request management

  • Lead SWAT team for resolution of critical incidents by collaborating with other teams and third-party providers, as needed and keep everyone informed during the process

  • Own RCA and drive the permanent fix with the help of other teams, as needed

  • Accountable for production platform and it’s uptime, availability, stability, and capacity planning

  • Monitor baselines of technical KPIs such as uptime, performance, and error rate of web/eCommerce platform and drive the efforts to improve these with the help of other teams, as needed

  • Provide support for prioritization and delivery of SRE work items including monitoring & alerting enhancements and development work items related to defects fixes \

  • Create/maintain operational runbook

  • Enhance monitoring and alerting for all technical components by creating dashboards, visualizations, baselines, and alerts

  • Use tools to understand customer’s friction points and help to resolve it, with the help of other teams, as needed

  • Get customer’s feedback and friction points from other teams and tools, incorporate those in the product backlog, and drive those items to the closure

  • Collaborate with the product owners, business, developers, and QE, as needed

  • Create/Maintain third party vendor scorecard and provide feedback to their account executives as needed

  • Provide 24X7 on-call support during on-call rotation and be available during non-working hours when needed for critical incidents or during production release

Education

  • Bachelor of Science degree in Computer Science, Computer Engineering, or information technology or equivalent experience

Required Skills

  • 10+ years of hands-on experience in providing application production support

  • Recent 5+ years of hands-on experience in providing application production support for B2C/B2B eCommerce website

  • Recent 5+ years of experience as a Lead/Senior production support engineer/SRE for ecommerce website

  • Recent 5+ years of hands-on experience in diagnosing production issue and debug code

  • Recent 5+ years of experience with ITIL framework including incident management, problem management, and change management

  • Recent 5+ years of experience in driving SWAT and managing SLA/SLO

  • Recent 5+ years of experience in driving root cause analysis and driving closure on a permanent fix

  • Recent 3+ years of hands-on experience with monitoring tools and log aggregation tools

  • Recent 3+ years of experience in managing technical KPIs - availability, performance, error rate, etc.

  • Knowledge/experience of a technological landscape of eCommerce platform and associated integrations

  • Recent 3+ years of hands-on experience in Java programming and shell scripting

  • Recent 3+ years of hands-on experience working with relational databases, including an understanding of relational table designs and running SQL

  • Recent 3+ years of hands-on experience in APIs validation

  • Good communicator, both written and spoken, such that complex IT issues can be explained in business language that business can understand

Additional Skills (not required but preferred)

  • Prior software development or support engineering experience on an AEM and/or Hybris platform is a big plus

  • Experience in web/eCommerce application software development

  • Experience in Datadog monitoring & alerting

  • Experience in supporting Akamai CDN and Imperva WAF

  • Experience with Atlassian suite including Bitbucket, Bamboo, Jira, and Confluence

  • Experience working in agile/scrum environments

  • Certifications in monitoring tool and programing language

  • Experience in working with offshore team members

Behavioral Competency

  • Operates with integrity, transparency and humility

  • Acts as a true company owner to advance the overall interests of Waters

  • Carries a broad global perspective of markets, tech, and trends

  • Balances clear strategic thinking and accountability in execution to deliver results

  • Actively creates the conditions for Waters’ people and teams to succeed

Waters Corporation (NYSE: WAT), the world's leading specialty measurement company, has pioneered chromatography, mass spectrometry and thermal analysis innovations serving the life, materials, and food sciences for more than 60 years. With more than 7,000 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, with products available in more than 100 countries. Our team focuses on creating business advantages for laboratory-dependent organizations to enable significant advancement in healthcare delivery, environmental management, food safety, and water quality.

Working at Waters enables our employees to unlock the potential of their careers. Our global team is driven by purpose. We strive to be better, learn and improve every day in everything we do. We’re the problem solvers and innovators that aren’t afraid to take risks to transform the world of human health and well-being. We’re all in it together delivering benefit as one to provide the insights needed today in order to solve the challenges of tomorrow.

Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and thrive on it for the benefit of our employees, our products, our customers and our community. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or protected Veteran status.

"Adobe Experience Management" AEM Digital Hybris "Production Support" #hyrbris #SRE #AEM

Company Name: Waters Division

External Company URL: www.waters.com

Street: 34 Maple Street

Telecommute: Yes

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