Site Reliability Engineer- Level 3 (LV3) Support

Job Description

Job Description
Site Reliability Engineer- Level 3 (LV3) Support – 5 Days Onsite
Blue Ash, OH
Only GC/ USC
F2F Interview

Job Description
· Level 3 (LV3) Support, Site Reliability, and Operations Engineer supporting Client's Next Generation Point of Sale (NGPOS) platform
· This team is embedded within the engineering organization, partnering directly with developers throughout the SDLC rather than sitting in a separate support silo
· We care more about problem-solving instinct, curiosity, and drive than a checklist of prior experience — the items below describe a strong match, not a hard bar, and candidates early in their career or without every listed skill are encouraged to apply
· In office, Blue Ash, OH — 5 days a week; willingness to travel and provide onsite support for new go-lives, pilots, and rollouts
· Participate in a scheduled on-call rotation (nights/weekends/holidays) for 24x7 support; PTO/leave may be restricted during peak retail periods and major go-lives
· Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience) preferred; prior experience in application support, operations, or engineering is a plus but not required
· Exposure to Point of Sale systems in enterprise environments is helpful; some experience with Java is preferred, Go is a plus
· Any exposure to SQL or NoSQL databases (e.g., MongoDB), scripting (Shell, PowerShell, or Python), or ITSM/monitoring tooling (ServiceNow, Jira, Confluence, Splunk, Grafana, or equivalent) is a plus — willingness to learn these on the job matters more than prior mastery
· Interest in or willingness to learn payment card security standards (PCI-DSS)
· Excellent oral and written communication skills; able to translate between business users and Kroger Technology teams
· Familiarity with the Agile process is helpful; experience as a Scrum Master a plus
· Willingness to speak up and challenge developers on Agile best practices and definitions of done during refinement and QA
· Accountable for driving support tickets and emails to resolution
· Good judgment under pressure; able to prioritize across competing support, testing, and scrum-master duties
Key Responsibilities
· Partner with cross-functional teams to expedite issue resolution and manage to SLAs
· Support and maintain infrastructure and applications, including off-hours support (24 x 7) as required
· Test infrastructure and application changes
· Establish priorities and develop functional and programming specifications for application enhancements and modifications
· Participate in the application technical design process; design, code, and unit test application changes using SDLC best practices
· Complete estimates and work plans for design, development, implementation, and rollout tasks
· Monitor systems, consoles, and performance for service interruptions or delays
· Address and resolve infrastructure system failures
· Execute, log, and report break/fix changes, service requests, and support activities
· Maintain operational procedures, processes, and scripts; follow documented processes to ensure infrastructure stability
· Own incident and problem management: drive major incident response, root cause analysis, and post-incident reviews
· Champion engineering standards and continuously improve software delivery processes
· Build partnerships across application, business, and infrastructure teams
· Independently execute large projects and lead other analysts in completing projects