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Unified Support - Site Reliability Engineer - (EURA)



Software Engineering, Customer Service
Madrid, Spain
Posted on Monday, June 24, 2024

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

Job Description

The IFS Site Reliability Engineer role exists within the global Unified Support organization. The role handles multiple aspects of incident, service request, problem and change management. Working with multiple internal and external stakeholders related to our supported services. The role forms part of an on call team, which reports into a Unified Support manager. The Unified Support -Service Operations team provide 24x7x365 operations support to the IFS customer base across all IFS cloud services.

Although not a role with people management duties, the selected individual will be a senior part of the organisation and so will provide mentoring and examples of good practice to the more junior members of the team.


  • Manage an incoming queue of cases, incidents and service requests within SLA, OLA and KPI targets within the Unified Support team operating in a three shift pattern (early, day and nightshift)
  • Support the event management team and their work to enhance the related event processes and tools.
  • Support the triage team in their work to assess and correctly route incoming incidents and service requests.
  • Work with other Service Center functions and appropriate stakeholders to resolve long running, complex or major incidents.
  • Create and update relevant SOPs, FAQs and other documentation to address known issues, workarounds and service requests.
  • Provide initial RCA for long, complex or major incidents for customer incidents.
  • Support the problem management team in performing post-mortems, producing incident timelines and identifying corrective actions.
  • Support, or perform, the implementation of corrective actions from the problem management process.
  • Resolving non-standard requests.
  • Provide ongoing feedback to improve the service request process.
  • Support the automation team in creating and enhancing the tooling and documentation for standard service requests.
  • Perform operational items within the service transition process for new and updated products.
  • Work with other Service Center functions to define and produce various internal and customer reports on a recurring and ad-hoc basis.
  • Mentor junior team members
  • Be on call to support shift teams and respond to incidents and emergencies



  • Academic degree or formal qualification in Computer Science, Information Technology or similar
  • At least 4 to 5 years’ experience in cloud computing services, enterprise IT service delivery or a similar role with good knowledge in methodologies and best practices.
  • The ideal candidate will have at advances knowledge of 1/3 to 1/2 of the following skills:
    • Mircosoft Azure service administration and operations (or AWS) AND / OR
    • Networking design and administration AND / OR
    • Oracle database administration AND / OR
    • Microsoft SQL Server administration AND / OR
    • Windows Server administration AND / OR
    • Linux Server administration AND / OR
    • WebLogic Server administration AND / OR
    • Kubernetes / Docker operations and administration AND / OR
    • Terraform / Ansible / PowerShell scripting usage AND / OR
  • Experience in a modern ticket / service desk tooling such as ServiceNow, Jira Service Desk, or a similar ITSM tool is desirable.
  • Ability to work in a three-shift environment
  • Experience in ITIL, ISO 20000, or a similar service delivery framework is an optional value add.
  • Ability to self-learn and quickly understand new and changing technologies in a fast-moving service driven technology landscape with a can-do attitude.
  • Very good English language skills verbally and in written to be able to discuss complex technical topics.
  • European Union Country residency is mandatory.

More Information

You will cooperate with the leading Business Software and IT experts and have contact with the world’s latest technologies. You can expect an open team culture, focusing on inclusion and a pleasant working atmosphere with flat hierarchies.

We offer you an attractive salary with above-average additional benefits:

  • Mobile working throughout Spain after onboarding
  • 25 vacation days, as well as additional paid vacation days for your own birthday and voluntary work (CSR)
  • Private medical, life insurance, pension plan and the compatibility of work and private life and much more are part of our company practice.
  • Great challenges and professional growths by delivering projects to large customers together with an experienced IFS team and partners.
  • You work with a great product with good recognition in the market and amongst customers and analysts.
  • For more information, visit: IFS.com or follow us on LinkedIn.

Sounds exciting?

Then we look forward to receiving your complete application in English language, stating your salary requirements and earliest possible starting date.

If you are interested, please apply through our online applicant management system.

We assure you explicit discretion and a comprehensive protection of your interests!

Additional Information

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.