Lead Systems Support Engineer

As a lead Systems Support Engineer you will play a critical role in guaranteeing the operational efficiency, stability and availability of intricate application systems. Beyond individual contributions, you will lead the team to achieve operational success while enhancing proficiency in incident management and DevOps. You will engage directly with clients, bringing a client-facing perspective to problem-solving. A strategic viewpoint will play a key role in formulating and delivering inventive solutions that leave a lasting impact on both the team and our clients.

Job responsibilities

• You will understand complex application systems and find your way through them to debug a business impacting issue.
• You will use your skills in incident management processes and tools, application monitoring metrics and tooling to generate reports and take corrective actions.
• You will leverage your knowledge regarding different logging techniques (various levels) and use them for alerting, monitoring and identifying the root cause of incidents.
• You will follow standards and best practices to bring operational efficiencies, stability and availability of the system.
• You will lead the planning and execution of system upgrades, migrations and maintenance activities, minimizing downtime and disruption to operations.
• You will use continuous delivery practices to evolve and support high-quality software, and bring value to end customers as early as possible while working in collaborative, value-driven teams to build innovative customer experiences for our clients.
• You will efficiently use DevOps tools and practices to deploy and run software.
• You will act as a mentor for less-experienced peers through both your technical knowledge and leadership skills.
• You will apply the latest technology thinking from our Technology Radar to solve client problems.

Job qualifications

Technical Skills

• You have experience working in languages such as Java or .Net and a good understanding of a scripting language such as Python or Powershell.
• You have a good understanding of cloud platforms such as AWS, Azure or GCP.
• You have experience working with application monitoring tools such as DataDog, Prometheus or Grafana, understand the different metrics that go with it and are able to generate reports and take corrective actions.
• You have experience working with a relational or non-relational database.
• You have experience working with CI/CD tools like Jenkins, Github, Actions, Buildkite or Azure pipelines.
• You must possess strong debugging and triaging skills to troubleshoot code effectively.
• You have the ability to ensure that the deliverables, namely bug fixes and enhancements to the existing codebase, are high-quality and well-tested.
• You can conduct system performance analysis, identify bottlenecks and implement optimization strategies to enhance system efficiency.
• You can do predictive analysis and come up with proactive identification of issues working with development teams.
• You have a high-level understanding of various architectures such as monolithic, N-tier, layered, microservices and serverless.

Professional Skills

• You enjoy influencing others and always advocate for technical excellence while being open to change, when needed.
• You have good communication and articulation skills.
• You have a presence in the external tech community and willingly share your expertise with others via speaking engagements, contributions to open source, blogs and more.
• You are resilient in ambiguous situations and can approach challenges from multiple perspectives.
• You can influence clients as, and when, required on various processes including incident management, support levels, scope of work, etc. and are able to communicate with detail to justify such changes.
• You advocate for and implement cloud best practices in the areas of resource optimization, monitoring and alerting .
• You advocate for security best practices and implementation of the same.
• You are comfortable with Agile methods, such as Scrum or Kanban.
• You are willing to be part of a rotation- and need-based 24x7 available team and are able to handle multiple engagement.

Other things to know

Learning & Development

There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you. But we also balance autonomy with the strength of our cultivation culture. This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow. We see value in helping each other be our best and that extends to empowering our employees in their career journeys.

About Thoughtworks

Thoughtworks is a dynamic and inclusive community of bright and supportive colleagues who are revolutionizing tech. As a leading technology consultancy, we’re pushing boundaries through our purposeful and impactful work. For 30+ years, we’ve delivered extraordinary impact together with our clients by helping them solve complex business problems with technology as the differentiator. Bring your brilliant expertise and commitment for continuous learning to Thoughtworks. Together, let’s be extraordinary.

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