Description
Role overview:
Our client is looking for an Operations and Support Engineer with excellent troubleshooting skills to join their growing team in the Global Service Operations team. The mission of this group is to provide 24/7 operational support of the Network Platform and to manage all inbound support requests to the team while working with internal and external teams to drive issues to resolution within defined SLAs.
What you'll be doing:
- Provide support for the Network Platform.
- Investigate, troubleshoot, and triage complex production software/application/service issues and misuse.
- Identify and escalate issues or root causes of systemic issues; lead, facilitate or participate in prompt resolution.
- Understand and take responsibilities for all operational workflows and standard operating procedures, down to a granular, detailed level.
- Create/maintain comprehensive support and process documentation.
- Interface with international groups and external parties to provide application support.
- Fulfil business support service requests (troubleshooting, log reviews, etc.).
- Systems, applications, and performance monitoring.
- Utility/tools development to improve support processes.
- Provide operation support for special projects
- Provide support for Partners Platform and Content Pipeline
- Act as POE SME and single point of contact in UK and EU
Qualifications:
- BA/BS in Computer Science or related technical field or equivalent practical experience.
- 5+ years of large scale systems administration and/or software development experience.
- Customer service mentality - calm, customer-oriented communication.
- Programming experience in Java or C++ and/or strong Scripting skills (Ruby, Bash, or Python).
- Experience troubleshooting complex systems and applications on.nix platforms.
- Experience using source control, bug tracking, and ticketing systems in a team environment.
- Experience supporting web applications in Java, Tomcat and LAMP stacks.
- Experience with application monitoring tools, such as Nagios, Splunk, BigPanda, Sensu, etc
- Experience with monitoring service for cloud-scale applications, such as DataDog, CloudWatch.
- Experience with enterprise monitoring
- Experience in 24×7 production operations and participate in a periodic on-call rotation.
- Experience establishing processes and measurement of those processes.
- Experience building scalable systems with very high levels of concurrency and transactions.
- Experience with SQL, especially Oracle, MySQL, or Big Data experience
- Experience developing applications on Unix/Linux platforms.
- Capable of quickly troubleshoot complex problems, understanding dependencies and deducing the root issue.
- Proficient in using command line tools to quickly triage and fix production issues then conduct root cause analysis.
- Self-starter and able to work with limited supervision.
Preferred qualifications:
- MS degree in computer science and/or 6 years relevant work experience, including in a high-volume or critical production service environment as well as experience leading short projects.
- Understanding of ITIL principles and processes
- Excellent analytical skills, coupled with a strong sense of ownership, urgency and drive.
- Excellent written communication skills.
- Good understanding of software development processes.
- Understanding of PCI DSS Environments and Security.
- Strong troubleshooting and QA skills.
- Experience in developing cross-platform code.
- Experience working with Cloud development environment is a plus.
- Experience with caching solutions such as Cassandra and memcached.
- Experience with E-commerce, especially in payment processing on a global scale.
- Experience with Java Application Servers/Containers.
This role is Contract and inside IR35