Digital Site Reliability Engineer 2 (req 1235)
Bengaluru
Cloud Platforms – Platform Engineering & Devops /
Full Time /
Remote
The Company
Serving the People Who Serve the People
Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.
Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.
Want to know more? See more of what we do here.
As a key member of our team, you will:
Take charge of escalated tickets from the Support team and internal stakeholders, providing timely and effective solutions.
Demonstrate the ability to complete tasks independently, showcasing a proactive and self-driven approach to problem-solving.
Update our ticket tracking system diligently, ensuring accurate and up-to-date status reports on all ongoing issues.
Document troubleshooting steps and resolutions systematically to build a knowledge repository for the team.
Contribute to the team's knowledge base by creating comprehensive documentation articles that aid in handling various support issues.
Establish and maintain Service Level Indicators (SLI), Objectives (SLO), and Agreements (SLA) targets for applications and services.
Document and escalate user stories, bugs, and defects, fostering a collaborative environment for issue resolution.
Utilize software development best practices to automate solutions, reducing manual effort and enhancing efficiency.
Participate in on-call rotations to respond to critical incidents and provide 24/7 support.
Information Security: Uphold Granicus information security standards by ensuring the Confidentiality, Integrity, and Availability (CIA) of information assets in adherence to the company's information security program.
As an ideal candidate, you possess:
- A degree in Computer Science or a related field, or 3+ years of hands-on experience in SaaS environments.
- Over 3 years of practical experience supporting SaaS-based web applications.
- Over 3 years of experience working with Windows OS.
- Demonstrated experience with ticketing systems, with a focus on JIRA.
- Proficiency in using CI/CD tools, particularly Gitlab.
- Solid understanding of networking concepts.
- Hands-on experience writing and troubleshooting Python.
- Intermediate-level knowledge of HTML 5, CSS, and JavaScript.
- Intermediate-level knowledge of .NET
- Solid knowledge of relational databases, including MSSQL and MySQL.
- Experience with Azure or AWS cloud platforms.
- Familiarity with pipelines and experience with monitoring tools like New Relic and Elastic.
Shift timings
- Initially 6 months you will be working in US time zone for training, once training period is completed you will be working in general IST time zone.
Interview process
- Assessment – Take a quick assessment.
- Phone screen – Speak to one of our talented recruiters to ensure this could be a fit.
- Hiring Manager/Panel interview – Talk to the hiring manager so they can learn more about you and you about Granicus. Meet more members on the team! Learn more and share more.
- Reference checks – Provide 2 references so we can hear about your awesomeness.
- Verbal offer – Let’s talk numbers, benefits, culture and answer any questions.
- Written offer – Sign a formal letter and get excited because we sure are!
Security and Privacy Requirements
- Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
- Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.
