Job Description

Description and Requirements

#LI-SD2

"At BMC trust is not just a word - it\'s a way of life!"

We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud!

We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation!

Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments. Customer Success accelerates core business outcomes, mitigates risk, cultivates relationships, removes friction, and improves customer experience. No better team to join when customer centricity is at the heart of BMC\'s strategy!

Customer Facing Site Reliability Engineer

Are you passionate about building software that solves problems and delivers high-quality service to customers? Do you have the skills and experience to monitor, troubleshoot, and improve complex systems in a SaaS environment? If so, we want you to join our team as a Customer Facing Site Reliability Engineer (SRE).

As a Customer Facing SRE, you will be responsible for ensuring the reliability, availability, and performance of our platform and applications for our top customers. You will work closely with development teams, customer support teams, and external stakeholders to identify and resolve issues, implement solutions, and provide feedback. You will also communicate effectively with customers throughout the incident lifecycle, from detection to resolution.

As a Customer Facing SRE at our company, you will:

• Monitor the platform and applications for problems that require special attention.
• Respond to incidents reported by customers or detected by monitoring tools.
• Categorize and prioritize incidents based on their type, severity, impact, urgency, and SLA requirements.
• Escalate incidents to appropriate teams or individuals when needed.
• Implement solutions for resolving incidents or provide workarounds when possible.
• Communicate with customers throughout the incident lifecycle using email, phone, or self-service portal.
• Document incident data, solutions, and performance measures using ticketing system and reporting system.
• Analyze incident trends and identify root causes of recurring issues.
• Provide feedback and recommendations to development teams for improving service quality.
• Perform regular system testing and ensure multiple team members are available to deliver ongoing support.

If you are interested in this role, please apply online with your resume and cover letter. We look forward to hearing from you!

To be successful in this role, you should have:

• A bachelor\'s degree (or equivalent) in computer science or related discipline
• Proven work experience as an SRE or similar role in a SaaS environment
• Experience with distributed storage technologies such as NFS, HDFS, Ceph, or Amazon S3
• Experience with dynamic resource management frameworks such as Apache Mesos, Kubernetes, or Yarn
• Experience with monitoring systems such as Splunk or Datadog
• Experience with alerting systems such as PagerDuty or XMatters
• Experience with ticketing systems such as Jira or Zendesk
• Experience with reporting systems such as Tableau or Power BI
• Knowledge of ITIL best practices for incident management
• Excellent communication and interpersonal skills
• Ability to work on-call shifts and handle emergencies.

Our commitment to you!

BMC\'s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won\'t be known just by your employee number, but for your true authentic self. BMC lets you be YOU!

If after reading the above, You\'re unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!

BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Software