Systems Operations Engineer

Role Overview

• Provide system support for technical issues & initiatives related to large-scale applications, systems, databases and/or other technical products and services
• Participate in complex technical issues and initiatives related to large scale applications, systems, databases, or other technical products and services
• Identify opportunity for process improvements within technical support strategies and plans
• Review and analyze technical queries to extract data, create standard databases, or perform limited programming to fine tune systems supporting low to medium risk technical deliverables
• Present recommendations for resolving complex technical queries
• Exercise some independent judgment to analyze performance trends and recommend process improvements while developing understanding of technical process controls or standards
• Work as an internal consultant regarding use of tools and processes
• Provide information related to supported system area to functional colleagues, internal partners and stakeholders, including internal customers
• Perform initial triage for all incoming alerts, incidents, requests and questions to the Cloud Operations and Support team.
• Assist application teams and our Cloud Operations and Engineering partners by troubleshooting issues with platform alerts, onboarding, migrations to new cloud platforms, and day-to-day break-fix activities and inquiries.
• Prompt escalation for engagement with the appropriate operational support teams for critical incidents and transitioning other tickets as necessary.
• Creating and maintaining FAQs, knowledge base articles, operational runbooks, and process documentation.
• Transition of open incidents between shifts, prompt response to alerts, incidents and request queues is expected.

Requirements

• 2+ years of Systems Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• One or more Cloud Certifications
• Experience with ServiceNow or another IT Service Management Tool managing tickets & issues
• Experience with JIRA, Confluence and an understanding of Agile methodology
• Application or Middleware, IIS, Java, Tomcat, or relevant Web Technologies support experience
• Some experience with one or more Cloud platforms: Amazon Web Services (AWS), Google Cloud Platform (GCP), Microsoft Azure, Pivotal Cloud Foundry (PCF)/Tanzu App Service (TAS), OpenShift (OCP)
• Some knowledge in containerization technologies/Kubernetes
• Some Linux Administration experience
• Knowledge and understanding of dashboarding/reporting tools
• Effective communication skills
• Strong technical writing skills
• Strong customer service and problem-solving skills

Tech Stack

• AWS
• Azure
• Cloud
• Google Cloud Platform
• ITSM
• Java
• Kubernetes
• Linux
• OpenShift
• ServiceNow

Benefits

• Health insurance
• Flexible work arrangements
• Paid time off
• Professional development opportunities