ROLES & RESPONSIBILITIES:
Support ITIL Incident Management process by ensuring incidents are resolved, documented and signed off within agreed timeframes.
During major incidents, manage triage of technical diagnosis and coordinate with application support, internal IT groups, and cloud support.
Assist in the DevOps functions related to complex software development, support and maintenance of software solutions, including build, deploy and automation
Monitor internal and external services across application stack to ensure reliability and engage proper processes during periods where service level objectives (SLOs) are missed.
Remove and reduce toil through automation and engineering
Contribute to the development of operational procedures and documentation
Identify training or consulting opportunities with support and product management
Maintains a high degree of knowledge on current technologies, tools and brainstorm ideas with other team members
Assist development teams in sprint delivery by providing guidance and occasional assistance towards reliability and integration with the operational platform
B.S. or equivalent in the field of Computer Science and/or Engineering
Type and Duration of Previous Experience
3 years of experience in application support and as a Software, Infrastructure, or Network Engineer
Strong problem-solving skills required with the ability and desire to tackle new challenges
Basic experience with programming and SQL
Strong knowledge of cloud, application, and infrastructure architectures
IT Service Management experience aligning IT Services with business needs
Advanced experience of at least one of the following, and basic experience of the others
Understanding of virtualization and compute technologies (Azure VMs, Docker, and Azure App Service Plans preferred)
Understanding of server storage systems (Azure Virtual Disks preferred)
Configuration of firewalls, network security groups, and routing
Experience with Continuous Integration and Continuous Deployment
Knowledge of Powershell scripting
Understanding of database systems (SQL Server preferred)
Experience in both Kanban and Scrum lifecycles
Experience in larger IT organizations (over 300 people)
Strong technical writing skills; ability to communicate complex technical concepts clearly and concisely.
Very good English communication skills (verbal and written)
Very good interpersonal skills at all levels of the organization.
Ability to work in a complex international environment.
Responsive problem solver.
Eager to learn and continuously develop personal and technical capabilities.