Associate Site Reliability Engineer | Louisville, KY | Papa Johns

Associate Site Reliability Engineer


The Associate Site Reliability Engineer will have the opportunity to monitor and maintain the performance of cloud enterprise and business critical services for Papa John’s International. The Associate Site Reliability Engineer is a self-starter who proactively monitors Papa John’s most critical services ready to use their exemplary Incident Management experience. Overall, you will contribute in preventing and resolving incidents in a timely manner in order to deliver the best experience to our customers.

Duties and Responsibilities:

  • Utilize organizational tools and assets to monitor cloud enterprise and business critical services for proper operation and performance
  • Timely identification of issues and accurate execution of notification/escalation procedures; Able to accurately follow operational plans and procedures with an understanding of the business impact and complete Root Cause Analysis (RCA) investigations.
  • Functional knowledge in SRE concepts like Availability, Observability/Monitoring, Scalability, SLA, SLO, SLA, MTTR, MTTF.etc. 
  • Improve reliability, resiliency, performance and time-to-market for services, systems and products 
  • Troubleshoot/Triage production outages, incidents and issues relating to resilience, performance, availability and scalability issues
  • Participation in resolution activities, to include opening and managing related ServiceNow incident reports; gaining information from vendors opening and facilitating bridge calls for large-impact Production issues; sending notifications of issues to Stakeholders
  • Participate in training new Associate Service Reliability Engineers using the Master Training Plan curriculum; Create and maintain technical documentation in support of team processes and procedures
  • Strong knowledge of Microsoft toolsets in support of daily duties and special projects
  • Construct monitoring and alerting strategy for production environments and diagnose performance/availability/scalability issues with an emphasis on Identifying Failure Points/Modes, Root Cause Analysis & Resolution
  • Experience with tools like AppDynamics, Splunk (or Kibana/ELK), Solarwinds and Cloud Monitoring Tools (Stackdriver, Google monitoring, Cloudwatch), Java Performance, Linux system monitoring, Basic Networking Services
  • General knowledge of Cloud environments (GCP, AWS) and Automation experience
  • Mission essential status requires individuals to work weekends and some holidays

Functional & Technical Skills:

Education, Experience & Certifications

  • Understands critical application functionality and interdependencies
  • Working knowledge of system monitoring tools for node and cloud services (i.e. AppDynamics, Splunk, Solarwinds, etc.)
  • Proficient in Incident Management; Good understanding of Change Management
  • Strong verbal and written communications skills
  • Proficient in Incident tracking systems (i.e. ServiceNow, Jira, etc.) and Trend Analysis
  • Good understanding of Incident orchestration and automation tools (i.e. Opsgenie, PagerDuty, etc.)
  • Linux and shell/bash scripting 
  • Performance Engineering/Testing knowledge (NFR, Troubleshooting, Tuning, Capacity Planning...etc)
  • Public Cloud - GCP / AWS / Azure
  • APM tools like AppDynamics, Dynatrace 
  • Infrastructure/network monitoring tools like Solarwinds, Thousand Eyes, Wireshark, nmon 
  • Logging Analytics tools like Splunk, Kibana/ELK 
  • Automation via bash, Python, groovy, Java, perl 
  • Good understanding of chaos engineering 
  • CI/CD using Jenkins, Docker, Kubernetes, GKE 
  • 3-5 years relevant work experience
  • GCP, AWS & Azure Cloud platform Certificate is preferred
  • ITIL v3 Foundation Certificate is preferred

Problem Solving, Analysis & Innovation:

  • eCommerce/Online Ordering incident that is causing bad customer experiences
  • Leveraging platforms for incident resolution and root cause analysis
  • Proactively monitoring services and understanding when there are performance issues

It is the policy of Papa John’s to provide equal employment opportunities for all applicants and team members without regard to race, color, religion, sex, age, marital status or civil partnership, national or ethnic origin, pregnancy or maternity, veteran status, uniformed service (as defined by 10 U.S.C. §101 (a)(5)), protected disability status, genetic information, sexual orientation, gender identity, gender reassignment, or gender expression, or any other characteristic protected by statute or law.