Key skills
AWSAzureCloudDNSGrafanaHibernateITSMJavaKubernetesMySQLPythonBashEKSAKSRDSLDAPSaaSCommunicationPresentation Skills
About this role
Role Overview
- Strong pod-level troubleshooting skills in AKS/EKS (not just restarting pods).
- Analyze application and DB (RDS, MySQL) performance issues.
- Deeply investigate and analyze application performance issues (Java, Grails, Hibernate), identifying root causes and implementing solutions.
- Oversee the monitoring of our SaaS applications and underlying infrastructure (Kubernetes on AWS and Azure, VPN connections, customer applications, Elastic Search, MySQL) for alerts and performance issues.
- Strong understanding of basic computing concepts like DNS, IP addressing, Networking, and LDAP.
- Effectively participate and contribute in on-call escalations with a strong operational mindset and provide technical guidance during critical incidents.
- Proactively communicate with customers on technical issues when required.
- Ability to guide junior engineers when needed technically.
- Manage the full lifecycle of alerts, incidents, and service requests reported through FreshService, ensuring timely and accurate logging, prioritization, resolution, and escalation.
- Develop, implement, and maintain operational procedures, runbooks, and knowledge base articles to standardize incident resolution and service request fulfillment.
- Drive continuous improvement initiatives to optimize operational efficiency, reduce incident rates, and improve service request turnaround times via engineering automation to reduce toil and waste.
- Collaborate with backend engineering and development teams to troubleshoot complex issues, identify root causes, and implement preventative measures.
- Ensure adherence to defined SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) for operational performance.
- Maintain operational documentation, including system diagrams, contact lists, and escalation paths.
- Ensure compliance with relevant security and compliance policies.
- Plan and coordinate scheduled maintenance activities with minimal impact to service availability.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 5 years of experience in IT/Cloud operations and application support (specifically Java apps), with knowledge of cloud infrastructure (AWS and Azure).
- Strong experience with application support (Java, Grails, Hibernate) and performance analysis in a production environment, able to pinpoint a performance degradation through analysis.
- Strong understanding of cloud computing concepts, architectures, and services on both AWS and Azure platforms including Gov cloud requirements.
- Working knowledge of containerization and orchestration technologies, specifically Kubernetes.
- End-to-end technical accountability and operational ownership.
- Willingness to work in a 24/7 operating model (including Night Shift).
- Experience managing and troubleshooting network connectivity, including VPNs and connections to external networks.
- Familiarity with monitoring tools and practices, with experience in setting up and responding to alerts.
- Hands-on experience with log management and analysis tools, preferably Elastic Search.
- Working knowledge of database systems, preferably MySQL, including L2 troubleshooting and performance monitoring.
- Experience with ITSM (IT Service Management) systems, preferably FreshService, including incident, problem, and service request management processes.
- Excellent problem-solving, analytical, and troubleshooting skills with a data-driven approach.
- Experience with Grafana systems and dashboards is a plus.
- Strong communication (written and verbal), interpersonal, and presentation skills.
- Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment.
- Experience in developing and documenting operational procedures and runbooks.
- Experience with automation tools and scripting languages (e.g., Python, Bash) is a plus.
- Experience working in a SaaS environment is highly desirable
Tech Stack
- AWS
- Azure
- Cloud
- DNS
- Grafana
- Hibernate
- ITSM
- Java
- Kubernetes
- MySQL
- Python
Benefits
- Competitive total rewards package
- Learning and tremendous opportunities to grow and advance in your career.