PURPOSE OF THE JOB:

The Junior SRE position is an entry-level SRE position that actively works with more senior engineers to troubleshoot complex distributed systems, increase observability on critical KFC applications, and deliver on-time blameless RCAs with the end goal of making KFC’s systems better. They are there to support the system 24/7 through a bi-weekly on-call system. A primary responsibility of this role is to proactively support KFC’s network and hold accountability for our managed services provider Comcast.

JOB RESPONSIBILITIES:

• On Call – Rotational on-call system to support the infrastructure 24/7/365.
• Complex Distributed System Troubleshooting – Utilizing KFC knowledgebases to troubleshooting ongoing critical incidents within the KFC environment such as e-Commerce and network outages.
• RCA – Deliver root cause analysis and corrective action after critical incidents within the SLA listed.
• Automation – Work with senior SRE on software development with the goal of elimination of TOIL through automation of processes such as software deployment, creation of tools, etc.
• Observability – Actively monitoring KFC environments utilizing tools such as Dynatrace, Datadog, Solarwinds, etc. to proactively identify issues within all KFC IT environments.
• Support - Troubleshoot availability incidents identified via proactive monitoring tools. This will include providing skilled escalation point for KFC Help Desk, utilizing remote control applications and calling end users to assist with troubleshooting. The list of contacts this position will reach out to includes but is not limited to, Franchisees, Restaurant Managers, Above Restaurant Leaders, and Strategic Vendor partners.
• Vendor Coordination - Coordinate and support incident escalations regarding our managed service providers from the KFC helpdesk and other Above Restaurant Leaders. Periodically communicate and escalate to vendors regarding chronic incidents and problems. Participate in calls related to problems and incidents.

WORKING RELATIONSHIPS:

• Helpdesk
• BOH Development
• Infrastructure
• Implementation
• 3rd Party Service Providers:
• Network Service Provider – Comcast
• 4 Network Equipment Providers – Fortinet, Aruba, Cisco, HP
• 2 POS Maintenance Providers – PAR and Toshiba
• 3 Installation Service Providers – CTA, PAR, and Pomeroy Solutions
• Vendor Management Team
• Restaurant Operations

KNOWLEDGE AND SKILL REQUIRED:

Education/Certifications – Bachelor’s Degree or equivalent experience

Experience

• Years of Experience – 1-3 or more years of IT experience
• 1-3 years experience with bash and/or Linux command-line utilities
• An intermediate understanding of the web including familiarity with JavaScript, REST APIs, GraphQL, and Git
• Experience with industry-standard observability tools such as New Relic, DataDog, Dynatrace, etc.
• Experience with programming languages such as Python, Go, PowerShell, etc are a plus
• Proven ability to work autonomously focused on long-term results
• Working experience with Incident and Problem tracking systems (i.e. ServiceNOW, Jira, etc. )
• Working knowledge of Remote Control applications (i.e. pcAnywhere, Bomgar)
• Working knowledge of configuration and implementation of remote monitoring tools to track progress against key performance indicators. (i.e. Intelligent Management Center, SolarWinds) considered a plus.