Sirius XM Radio Inc. Senior Engineer, Production Quality in Irving, Texas
Senior Engineer, Production Quality
Type of Position
Location: Irving, TX
Serve as the Subject Matter Expert (SME) for root cause analysis/resolution for production issues impacting OEM's and or individual customers. This requires in-depth knowledge and triage techniques, investigation skills of the end to end transaction flows, regular ticket updates, tracking/trending recurring issues and ownership of communications of resolutions both internally and externally. The SPQE will be responsible for engaging internal teams (Dev, QA, SA, etc.) to facilitate the communication of recurring Tier 1 trends of larger scale issues and tracking them until resolved.
Requires the ability to work cohesively and communicate effectively with quality assurance, architecture, engineering and functional specification teams to ensure our products are working as designed/intended with customer quality as the key deliverable.
This position will require a strong knowledge of internal platforms as well as the aptitude for learning new and changing enterprise components as they relate to the OEM.
Duties and Responsibilities:
Analyze reported issues/incidents/defects to aid in determining possible underlying root causes and related improvements for continuous improvement efforts.
Ability to research/triage very technical issues to determine their impact, validity and severity.
Utilize necessary internal systems, processes and software databases to gather the appropriate information to allow the triage process to begin.
Maintain strong understanding of our products/services as well as the ability to process and research their reported issues in order to address operational challenges.
Ensure continuous process improvement is part of the culture of the team.
Review and update policies/procedures on a regular basis.
Conduct audits of the teams' deliverables to ensure adherence.
Define the criteria for when issues are escalated/transitioned to Tier 2 (IT OPS).
Establish a root cause tracking mechanism that identifies trends, problem areas and publish the results to management for review/implementation.
Communicate to all stakeholders the impact assessment, steps taken for issue resolution and root cause analysis results.
Track, monitor and report/update internal and OEM partners on acceptance/rejection and resolution progress of accepted known defects. Update internal and external issue tracking systems as appropriate.
Bachelor degree in IT or equivalent, relevant experience.
6+ years of experience in one or more of the following: quality assurance, incident management, IT administration, project management.
6+ plus years of experience using query tools (Data Warehouse/Oracle/Sybase, etc.) to identify supporting detail for analysis:
Oracle SQL Developer,
Siebel Relational Query,
Database Relational Trace Logs,
Requirements and General Skills:
Excellent written and oral communications skills.
Must be able to filter and analyze data and prepare documents in support of analysis.
Ability to manage all levels of internal and external resources and defect applications to accomplish objectives.
Ability to multi task while maintaining attention to details.
Adaptable to shifting priorities and rapid change is essential.
Infrequent travel may be required.
Demonstrates strong leadership skills and the ability to work cross functionally with the business and our customers.
Strong decision making, good judgement, project management, communication and troubleshooting skills necessary.
Must have legal right to work in the U.S.
Advanced knowledge and usage of Microsoft and other Office products: Excel, database query analysis, Visio and PowerPoint.
Strong understanding of CRM components, Web Portals and Mobile Apps, Data Feeds and QA testing process.
As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.
The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.
Company EEO Statement
Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.