Job Description

OUR VISION: THE WORLD. SUBSCRIBED. Customers have changed. They\'re looking for new ways to engage with businesses. Consumers today have a new set of expectations. They want outcomes, not ownership. Customization, not generalization. Constant improvement, not planned obsolescence. In the old world (let\'s call it the Product Economy) it was all about things. Acquiring new customers, shipping commodities, billing for one-time transactions. But in today\'s new era, it\'s all about relationships. More and more customers are becoming subscribers because subscription experiences built around services meet consumers\' needs better than the static offerings or a single product. Our vision is \'The World Subscribed\' where one day every company will be a part of the Subscription Economy (a phrase coined by our CEO, Tien Tzuo and author of the best selling book Subscribed). THE TEAM Site Reliability Operations Engineers at Zuora play a critical and visible role in delivering and supporting reliability of cloud services , reliability of Customers\' business transactions in the cloud and partnering with Product development and support teams to drive efficient operations. We are responsible for detecting and resolving customer impacting issues even before it is visible to customers driving faster resolution of customer impacting incidents Proactive and efficient management of alerts from our cloud services and customer transactions On time resolution of service requests to enable our customers special requirements Drive Service reliability and efficiency by partnering with Service owners Automating operations to continuously improve efficiency and customer experience Operationalizing the innovations delivered to our customers Driving digitization of delivery and support of customer offerings Practicing customer reliability Engineering WHAT YOU\'LL ACHIEVE As a SROE, you will be a member of a team that understands zuora\'s cloud offerings, how those offerings are being leveraged by zuora\'s customers to deliver their business outcomes and success, Business and technology architecture of the offerings, Implementation and configuration details of the technologies, technical dependencies, and overall behavioral characteristics of our cloud services. In partnership with developers, you have the responsibility to ensure services are designed and delivered with focus on security, resiliency, scale, and performance. SROEs are the ultimate authority and are accountable for end-to-end operations of the services we offer. Champion Service and customer reliability operations You will be part of the team whose mission is to efficiently deliver reliable cloud services and the reliable customer transactions in the cloud You are a key escalation point for issues that have been documented as Standard Operating Procedures (SOPs) or issues that needed in-depth troubleshooting and analysis. You will help maintain up-to-date documentation on deployments, processes and SOP runbooks. You are a key escalation point in leading incidents and working with Subject Matter Expert (SME) for performing real-time incident handling tasks to support operations. You will help develop and implement the incident management process, develop diagnostic tools and automate the processes You will have the deep understanding of service topology and their dependencies required to troubleshoot issues and define mitigations. Once you have expertly mitigated an incident, you will immediately work with SME on how to more quickly resolve the issue next time, with the goal to prevent the problem from recurring. You will help develop/ implement the problem management process and automate that process to make it simple for stakeholders You will manage the full lifecycle of infrastructure and change management, including planned maintenance, standard, normal, and emergency changes. You will help develop ,implement and automate change management processes to ensure developers and SROE can easily manage system configurations, deploy new code quickly and fix incidents faster. Service design and implementation You will partner with development SCRUM teams in defining and implementing improvements to service architecture, both current and future. You will be an expert at articulating technical characteristics of services and their dependencies, and guide development teams to engineer highly reliable and performant services. You will be liaising some services to drive stability and efficiency in those services while the service goes through changes due to business models and customer requirements You would doing operational readiness reviews of the services as the changes happening those services and making sure our automations, Monitoring and documentations are updated You will frequently partner with developer SCRUM teams and actively participate in the execution of tasks required to meet milestones and deliverables set by the team throughout a release cycle. Operations Engineering You will work with a large scale centralized monitoring and logging system to help maintain uptime and troubleshoot problems. You will understand and be able to communicate the capacity, scale, security, performance attributes and requirements of services you own. You will lead design and implementation of monitoring, alerts, and responses for all infrastructure and applications. You will implement SROE automation, develop automation across the service reliability operation, and optimize operations hours by reducing manual operations. You will apply engineering mindset and development skills to site reliability operations. You drive customer reliability engineering leveraging customer insights and leverage AI to automate and bring in efficiency and experience You will take part in a shared on-call rotation that won\'t cripple your life or kill your soul. WHAT YOU\'LL NEED TO BE SUCCESSFUL SROEs are a rare mix of sysadmins and development engineers, and as such you have the ability to understand and explain the effect of product architecture decisions on the ability to run as distributed systems. You are driven by professional curiosity and a desire to develop a deep understanding of the services and the technologies they depend upon. You demonstrate competence in shell scripting and high-level programming languages such as Ansible, Python, Terraform and low-level / no-code programming languages and solutions such as Google Apps Scripts, Jenkins Pipelines Groovy scripts, Jira Automation, Rundeck. You are proactive, self-motivated, customer-focused, organized, and a good communicator. You have over 4 years experience running large scale customer facing web services with a solid understanding of: REST APIs. Linux/Unix system internals. Load balancing technologies, including L7 routing, DNS, and CDN. Networking and TCP/IP. Monitoring and instrumentation, including critical instrumentation and alerting. Standard Internet services, such as DNS, HTTP, etc. Cloud computing patterns. Configuration management using Ansible, or similar. IT Security and compliance. Container and Container management. Cloud native web application troubleshooting You demonstrate practical knowledge of various aspects of distributed service design, including messaging protocols, caching strategies, persistence technologies, and queuing. You have experience with AWS Services like EC2, ELB, ElastiCache, DynamoDB, SQS, SNS, RDS, S3. You are passionate about automation. Your head is full of customer-delighting ideas for the next hackathon. An ideal candidate will also have experience with: Container and Container Management technologies, such as Docker and Kubernetes Databases and big data stores. Defining and documenting technical architecture of complex and highly scalable products. Familiarity with ITIL-based incident, problem, and change management. Experience working with large global teams and ability to coordinate well within and across various development teams. Driving data driven operations ABOUT ZUORA & OUR \'ZEO\' CULTURE Zuora (NYSE: ZUO) Zuora provides the leading cloud-based subscription management platform that functions as a system of record for subscription businesses across all industries. Powering the Subscription Economy , the Zuora platform was architected specifically for dynamic, recurring subscription business models and acts as an intelligent subscription management hub that automates and orchestrates the entire subscription order-to-revenue process seamlessly across billing and revenue recognition. Zuora serves more than 1,000 companies around the world, including Box, Ford, Penske Media Corporation, Schneider Electric, Siemens, Xplornet, and Zoom. At Zuora, we have one CEO but every employee is empowered and supported to be the \'ZEO\' of their own career experience. By embedding inclusion and belonging into our processes, policies and culture, we are building a workplace where our 1,200+ ZEOs across North America, Europe, and APAC can bring all the elements of who they are into their work. In addition to an industry-leading six-month, 100% paid parental leave for all our ZEOs, we also offer programs to support your mental health and give back to our communities along with \'career cash\' and plenty of learning and development opportunities. To learn more visit www.zuora.com Zuora is proud to be an Equal Employment Opportunity employer Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all. Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com.

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