Technical Operations Engineer

As a member of the Technical Operations team, will be responsible for providing Systems Engineering support for all company networks, products and services with a focus on identifying and resolving operational issues. 

Core Job Responsibilities & Accountabilities:

• Perform operational activities for launch, maintenance and upkeep of all Applications and Services offered by the company, which includes but is not limited to Toll-Free Number Registry, TSS, RouteLink, TFNIdentity, 833 Auction, and other products in the pipeline.

• Define required process and procedures to ensure all operational activities meet the agreed Service Level Agreements (SLAs) and are performed as per standards, regulations and guidelines defined by the company and regulatory authorities.

• Monitor and review maintenance and production support activities of both In-house teams and Vendor partners to ensure adherence to the Operational procedures.
• Participate in day to day operational activities and meetings to provide technical and operational inputs to the teams as necessary.
• Perform and review Incident management tasks, which includes but is not limited to triaging, investigating, and assess logs, data, alerts, alarms, and trends from Incident management system and logging and monitoring systems.
• Oversee cross vendor calls for critical issues on Customer facing applications and provide required Technical inputs and solutions as necessary for immediate remedy of the issue.
• Provide 24/7 ON CALL support for all Production environments per scheduled support period.
• Review and approve Production, Sandbox, and DR Change Requests submitted by Infrastructure and Application Teams on technical viabilities and impact.
• Review, coordinate, schedule, and approve Production, Sandbox, and DR Service Requests submitted by customers, infrastructure, and application teams for impact, synchronization between customers, and internal teams.
• Define, review and enhance as required, procedures and guidelines for Release Management, Patch Management, Application defect and enhancement roll out and general application maintenance.
• Enhance the software release and deployment process to ensure supportability, system and application monitoring, system and application configuration, to ensure SLAs are met on a consistent basis.
• Correlate standard system metrics – (CPU, memory, network capacity, I/O, etc.) with application and network metrics to report on service utilization and software system health and to identify potential issues before they can occur.
• Reduce system and operational risks by analyzing data trends to pinpoint abnormalities in advance of occurrences and implement appropriate Preventive and Corrective action(s) as necessary.
• Provide remote and hands-on operations support which includes deploying, supporting and testing applications including in virtualized and Cloud-deployed infrastructures.
• Initiate continuous process improvements to improve operational effectiveness, cost optimization and reduction of overhead and downtime.
• Coordinate and plan with Product Owner and PMO Teams, during PI planning and Plan meetings, all Operation activities and technical support required for release of Enhancements and new Features to existing applications or release of new products, services and applications.
• Collaborate with Architecture team through Technical scrum to identify viable solutions by means of policies, procedures, frameworks and guidelines to mitigate existing technical problems and improve quality of deliverables, stability of applications and platforms and better Customer experience.
• Define functional and operational requirements for DevOps teams to automate and enhance the CI/CD pipelines and technically review the implemented solutions.
• Test, evaluate and recommend necessary tools for improvements in the deployment, configuration, maintenance, release and operational activities.

Position Requirements

The position requires either a Master’s degree (or an equivalent foreign degree) in Computer Information Systems or Computer Science and 3 years of experience as a Systems Engineer or a Bachelor’s degree (or an equivalent foreign degree) in Computer Information Systems or Computer Science and 5 years of experience as a Systems Engineer. Must also have 3 years of experience (which can have been gained concurrently with either primary experience requirement above) with the following:

• Architecture, design, development, maintenance and operation of scalable, performance oriented and highly transactional Enterprise applications including provisioning and registry systems in the Telecommunication domain, using multi-tier high availability architecture, Service oriented Architecture, Web Services and Web Architecture.
• Application development using AWS technologies, design patterns, J2EE technologies (EJB 3.0, JDBC, JPA, JMS), RESTful Web Services (Open API, RESTEasy) and Spring Framework (Spring MVC, Spring AOP, Spring Boot).
• Configuration, operations and monitoring of networks, systems and applications using Checkpoint Firewall, Barracuda, Imperva, F5 Load Balancer, Wireshark, DataDog, Uchiwa, Grafana and ELK.
• System integration using Application Servers (JBoss EAP 7.x), Workflow Management (JBoss PAM), Messaging Queues (JBoss AMQ), Frameworks Adaptors (JBoss FUSE), API Management (WSO2 API Manager), Identity Management (WSO2 Identity Manager), Batch Processing (Rundeck 6), ETL (Pentaho 8) and Reporting and Business Intelligence (Tableau 2019).
• Design, development and maintenance of Continuous Integration and Continuous Deployment (CI/CD) pipelines and systems using varied technologies, platforms, framework and tools including Ansible, Terraform, Kubernetes, Electric Cloud, CodeFresh, Rancher, GitHub and Artifactory.
• Software Engineering techniques including Scaled Agile Framework (SAFe), Agile Process Management (VersionOne) and IT Service Management (ServiceNow).

Position requires serving in a 24/7 ON CALL support position for all Production environments (per scheduled support period).