Key skills
AzureCloudJavaJavaScriptMS SQL ServerSQLTCP/IPSQL ServerNew RelicPostmanMentoringChange ManagementCommunicationTime Management
About this role
Role Overview
- Own and manage a queue of escalated incidents, prioritising, resolving efficiently, and reassessing workload daily (including reassignment where appropriate).
- Provide escalation support for SQL Server/database issues, including investigation, remediation, and performance improvements.
- Perform SQL data analysis and cleansing, bulk corrections, and targeted data fixes.
- Troubleshoot database errors, backup/maintenance issues, capacity/limit alerts, and performance concerns (e.g., deadlocks, high resource queries).
- Investigate Azure-related outages/incidents using available tooling and reporting (including New Relic, logs, and cloud diagnostics).
- Monitor alerts and investigate incidents via New Relic & Opsgenie as part of an out-of-hours rota, using logs, metrics, and traces to identify root cause and impact.
- Read and interpret data logs (e.g., application logs, WildFly logs, SQL logs) to isolate issues and propose fixes/workarounds.
- Follow Change Enablement/Change Management processes for fixes and maintenance activities.
- Apply Problem Management practices to identify workarounds, root cause, and prevention actions.
- Use remote connection tools to access customer environments and deliver resolutions within agreed SLAs (including calling customers as needed).
- Communicate clearly with customers about issues, progress, impact, and resolution plans – translating technical findings into understandable updates.
- Create and maintain knowledge base articles and technical documentation to improve future resolution times.
- Collaborate with peers and provide coaching/mentoring to junior team members.
- Flexibility to complete evening work for data fixes that can’t be performed during core business hours.
- Attend team meetings and participate in occasional site visits (customer meetings or on-site investigations).
Requirements
- Strong Microsoft SQL Server experience (e.g., query analysis, Query Store, deadlocks, high resource processes, data investigation and reporting).
- Excellent understanding and experience of database management systems and SQL as a standard language for working with databases.
- Knowledge of Microsoft Azure environments.
- Ability to read and understand data logs (e.g., application/server logs) and use evidence-based troubleshooting to reach resolution.
- Experience with monitoring and alerting tools such as New Relic and Opsgenie.
- Ability to read Java for troubleshooting and isolating issues; basic understanding of JavaScript and HTML.
- Understanding of Windows Server environments and hardware configurations/troubleshooting.
- Understanding of APIs and ability to use Postman to test APIs.
- Understanding of the software development lifecycle.
- TCP/IP fundamentals.
- Backup and recovery concepts and database maintenance.
- Excellent communication skills (written and verbal) with the ability to communicate at all levels.
- Strong problem-solving and critical analysis skills, with good time management and workload prioritisation.
- Experience writing technical documentation and maintaining knowledge base articles.
- Experience or understanding of Change Enablement (Change Management) and Problem Management practices.
Tech Stack
- Azure
- Cloud
- Java
- JavaScript
- MS SQL Server
- SQL
- TCP/IP
Benefits
- Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.