Mfg Automation Service Desk Site Reliability Engineer (SRE)

Job Description

The Manufacturing Automation Service Desk Site Reliability Engineer (SRE) is a critical role focused on the reliability and maintainability of the Manufacturing Automation service desk infrastructure and support systems, to improve service desk efficiency and to reduce manual overheads. This role combines aspects of Manufacturing Automation operations and software engineering to design, develop, and implement scalable and reliable technical solutions that enhance the service desk's ability to provide high-quality, effective and efficient support to end-users. The SRE will work closely with Manufacturing Automation support teams, developers, and system administrators to ensure continuous improvement and efficient operation of service desk tools and processes.Key Responsibilities:System Development and Maintenance:

• Design and maintain tools and systems for the Manufacturing Automation service desk, such as ticketing systems, knowledge bases, and AI-driven capabilities.

Process Automation:

• Work with Manufacturing Automation teams to automate repetitive tasks and streamline processes, reducing manual work and improving efficiency.

Incident Reduction:

• Implement strategies to reduce repetitive incidents by identifying root causes and leveraging AI and Machine Learning to shift workloads from human operators to automated systems.

Proactive Monitoring:

• Monitor service desk performance metrics to identify trends, predict issues, and maintain system reliability.

Documentation:

• Develop and maintain comprehensive documentation for systems, configurations, processes, and service records.

Complex Issue Resolution:

• Collaborate with support teams and Service Desk Engineers to resolve complex issues that affect manufacturing customers.

Business Continuity:

• Participate in the creation and testing of business continuity plans to ensure uninterrupted service.

AI and Machine Learning Development:

• Facilitate the improvement of AI systems through data-driven machine learning, enhancing performance and accuracy.

Knowledge Management:

• Develop and share best practices and documentation, collaborating with partners to promote knowledge management.

Advanced Technical Support:

• Provide higher-level technical support for the Manufacturing Automation Service Desk, adhering to a 12-hour day and night compressed workweek schedule.

Qualifications

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience, with at least 2 years working experience.
• Excellent verbal and listening communication skills in English as primary and Mandarin is a plus for China (PRC) site support.
• Proven experience in FMSC Mfg Automation operations, with a focus on Applications, Station Controllers or Level 2 technical support environments.
• Strong knowledge of ticketing platforms (e.g., ServiceNow) and ITSM best practices.
• Proficiency in scripting and automation tools (e.g., PowerShell, Python), as well as GenAI and Machine Learning.
• Excellent problem-solving skills and the ability to work under pressure.
• Strong communication and collaboration skills, with the ability to interact effectively with both technical and non-technical team members.
• ITIL certification or familiarity with ITIL processes is a plus.

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