Overview
Engineer – Application Reliability Engineering Jobs in Colombo, Western Province, Sri Lanka at PickMe
Title: Engineer – Application Reliability Engineering
Company: PickMe
Location: Colombo, Western Province, Sri Lanka
Application Reliability Engineer
Join PickMe, the leader in Sri Lanka’s digital mobility revolution.
PickMe, the most successful local tech startup to date, is shaping the future of mobility in Sri Lanka. Powered by 100% home-grown technology, our platform is built by local engineering talent using world-class tools. We are funded by a consortium of local investors and IFC (a sister company of the World Bank), driving the country’s digital transformation.
As part of our engineering team, the Application Reliability Engineering Team plays a critical role in application reliability , ensuring service excellence by working closely with operations and product development teams.
We are looking for a dynamic and motivated individual to join our Application Reliability Engineering Team as we continue to innovate and expand our service excellence journey.
Responsibilities (Application Support):
- Provide technical support to resolve application-related issues and service requests within agreed Service Level Agreements (SLAs).
- Troubleshoot and diagnose application issues, escalating to senior team members when necessary.
- Handle application incidents and service requests efficiently, prioritizing tasks based on impact and urgency.
- Collaborate with other support engineers and teams to address complex application issues and share knowledge.
- Contribute to the development and maintenance of application documentation and knowledge bases.
- Follow established support processes and protocols to ensure consistency and quality in application service delivery.
- Maintain a customer-centric approach, ensuring user satisfaction and delivering high-quality application support.
- Assist in the training and onboarding of new team members, sharing knowledge and best practices in application support.
- Participate in off-hour support as required to ensure 24/7 availability for critical application issues.
- Monitor personal performance metrics and contribute to team goals for Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) for application incidents.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 1-3 years of experience in IT support or related roles, preferably in application support.
- Hands-on experience with Jira Service Desk; Jira administration skills are a plus.
- Strong analytical and problem-solving skills with the ability to troubleshoot application-related issues.
- Excellent communication and stakeholder management skills.
- Experience with Linux OS, MySQL, and Monitoring Tools, particularly in application environments.
- Knowledge of PAAS (AWS, GCP, Azure) and basic networking.
- Programming/scripting knowledge is a plus.
- Willingness to support outside regular working hours for critical application incidents.
- Familiarity with ITIL practices and a foundation certification is a plus.
