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Sr Technical Support Analyst

hace 2 semanas

Guadalajara, Jalisco, México BMC Software A tiempo completo

Description and Requirements
"At BMC trust is not just a word - it's a way of life"
Description And Requirements
CareerArc Code

CA-OG

Hybrid
BMC empowers nearly 80% of the Forbes Global 100 to accelerate business value, faster than humanly possible. Our industry-leading portfolio unlocks human and machine potential to drive business growth, innovation, and sustainable success. BMC does this in a simple and optimized way by connecting people, systems, and data that power the world's largest organizations so they can seize a competitive advantage.

As a DevOps , you will bridge the gap between development and operations, driving the seamless deployment and reliability of software systems. You'll lead a team of DevOps engineers, champion automation, streamline CI/CD pipelines, and enhance observability and incident response capabilities. Your leadership will be critical in evolving DevOps practices, fostering cross-team collaboration, and continuously improving the software delivery lifecycle to support business agility and operational excellence.

Key Responsibilities

Observability, Remediation, and Automation

  • Proactively detect and remediate customer environment threats using the Helix AIOps Management Platform to ensure system stability.
  • Lead and promote best practices for non-invasive SRE solutions, sharing knowledge across teams.
  • Analyze remediation trends and alert patterns to identify systemic issues and partner with R&D and SaaS Ops to resolve them.
  • Provide product feedback to improve observability, reduce MTTR, and enhance customer experience.
  • Act as "Customer One" by using Helix AIOps tools firsthand to empathize with users and refine real-world use cases.

Strategy and Implementation

  • Define and execute DevOps strategies to streamline software delivery and increase operational efficiency.
  • Design and manage CI/CD pipelines across development, testing, staging, and production environments.

Automation and Tooling

  • Automate repetitive tasks to reduce manual effort, scale team impact, and solve problems using innovative pattern recognition techniques.
  • Integrate modern DevOps tools for automation, monitoring, and infrastructure management.

Infrastructure Management

  • Provision and manage cloud-based infrastructure using configuration management and infrastructure-as-code (IaC) practices.
  • Design and deploy scalable, resilient systems in collaboration with software engineering teams.

Monitoring and Incident Response

  • Implement proactive monitoring and alerting systems to detect and address performance issues and outages.
  • Lead incident response, conduct root cause analyses, and facilitate post-mortems (e.g., 5 Whys) for continuous improvement.

Collaboration and Knowledge Sharing

  • Partner with cross-functional teams to embed SRE principles into the development lifecycle.
  • Promote a culture of continuous learning through mentoring, technical guidance, and sharing of best practices.

Capacity Planning and Scalability

  • Analyze system usage to inform capacity planning and identify scaling opportunities.
  • Proactively address performance bottlenecks and prepare infrastructure for future growth.

Reliability and Resilience

  • Design and implement disaster recovery plans, backup solutions, and failover strategies to ensure high availability.
  • Employ chaos engineering to test system resilience and prepare for real-world failure scenarios.

Our commitment to you
BMC's culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won't be known just by your employee number, but for your true authentic self. BMC lets you be YOU

If after reading the above, You're unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas

BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.