Job Description

Our Company: We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. Its an exciting time to be a part of H&R Block! What you'll do...:Responsibility:The Lead Support Engineer is a crucial member of the Production Support team . This role is essential for ensuring the availability, reliability, and performance of our services and platforms in a highly transactional 24x7 environment. As a Lead Engineer, you will be responsible for monitoring application performance, implementing improvements, and ensuring overall application stability. You will apply automation and software solutions to tasks that can benefit from these enhancements, particularly those that are currently performed manually must work along with the team in various. As a Lead support Engineer it is expected to work on shifts including Holidays & Weekends.

• Monitor application performance and implement enhancements to ensure stability.
• Apply automation and software solutions to streamline manual tasks.
• Diagnosing and resolve issues on various application platforms, including data platforms, databases, API services, batch processes, and CRM applications.
• Address issues related to operating systems, networking, and databases in both cloud and on-premises environments.
• Handle live production incidents and debug application and infrastructure issues.
• Develop enhancements to improve system software performance, availability, and reliability.
• Work closely with software engineers and QA teams to meet non-functional requirements.
• Document system knowledge and create runbooks for critical information.
• Maintain and monitor the deployment of servers, Docker containers, and databases.
• Log tickets in IT service management tools and ensure they are resolved.
• Work in various shifts including holidays and weekend on a rotation basis.
• Work within Agile and Kanban methodologies to manage planned and unplanned tasks.
• Coordinate with the team to ensure tasks are completed and maintain continuity in work.
• Prepare status reports, support metrics, and communicate with stakeholders.
• Mentor team members.
• Prepare shift rosters for the team and develop mitigation plans by identifying risks.
• Possess strong communication skills to coordinate with US and India teams.
• Collaborate with vendors and other IT personnel as needed to support enterprise applications and hardware.
• Show willingness to learn from senior team mentors to enhance understanding and skills.
• Demonstrate eagerness to take on tasks outside routine or comfort zone and be a self-starter.

What you'll bring to the team...:Required Skills :

• Bachelor's Degree in Computer Science or related field, or equivalent experience.
• 5+ years of experience in full-stack application support, DevOps, or SRE role.
• Experience in ETL process, web development technologies, API service development.
• Proficient in scripting languages such as JavaScript, Typescript, PowerShell and/or Python.
• Strong troubleshooting skills using built-in browser tools.
• Knowledge of DevOps methodologies and tools, including CI/CD concepts and tools like Jenkins.
• Familiarity with automation and configuration tools such as Ansible.
• Experience with public clouds (GCP, AWS, Azure) and implementing projects on them is a plus.
• Excellent verbal and written communication skills.
• Ability to collaborate with local and remote teams across different time zones.
• Ability to present and lead technical discussions.
• Experience leading a team working in multiple shifts.
• Familiarity with change management and ITSM.

Why work for us:Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. Youll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being.Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit .Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a persons race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.

H&R Block