Technical Operations Engineer

The Technical Operations Engineer will be responsible for the “day-to-day” operational support of all company products and services.

Requires a “can-do, results driven” attitude with a passion for problem solving, driven by the interest of identifying and resolving operational issues.

Primary responsibilities:  Provide daily Operations and Engineering support for company networks, products, and services.

This individual will leverage their operations experience in a manner that allows them to quickly identify and resolve all technical matters. Will document operational procedures and create operations test plans. 

Assist with ensuring all equipment is operating as designed and configured in a manner that ensures scalability and reliability.   Assist with triaging issues with a diverse outsourced vendor team.  Will be involved in the planning and deployment of all new software and hardware required to support all company products and services.  Review SLAs, participate in the ITSM workflow, drive and review RCAs, manage 3rd party licenses and subscriptions, and review data center capacity reports,

Will operate as the primary interface to company vendors and service providers to ensure all operation plans align to company goals and objectives and are executed in a manner that ensure service continuity and performance stability.

Develop operational solutions by defining, studying, estimating and screening alternative solutions; and by determining impact on total system while balancing technical benefits vs cost and budget requirements.

Strong advocate of customer service. Considers the needs of the customer when performing work or developing solutions. Makes sure solutions proposed by other departments are in the best interests of the customer.

Anticipates operational problems by studying operating targets, modes of operations, and monitoring system performance.

Ability to provide remote and hands-on operations support in an outsourced environment which includes deploying, supporting, testing applications from bare metal to virtualized and CLOUD deployed infrastructures. 

This individual will engage with architecture and development resources as needed to assist with guiding, defining and the configuration of current and future technologies.

In addition, individual will play a key role in shaping the current and future toll-free platform by working collaboratively with the development team with a focus on delivering innovation through automation and leveraging on demand compute capacity and developing a robust operational support model.

CORE RESPONSIBILITIES AND ACCOUNTABILITIES

Operations Support

  • Coordinate incident and trouble ticket management activities including triaging production issues and conducting root cause analysis.
  • Ensure all approved testing is properly executed against all products and services prior to deploying all new hardware or software into the production network.
  • Ensure all best security practices are executed in a manner that ensures the company network, products, and services are not susceptible to threats.
  • Document, track and report compliance against all defined Service Level Agreements (SLAs).
  • Utilize Operations Maintenance metrics data as needed to identify and execute corrective action as warranted and approved.
  • Coordinate and execute approved enhancements and application changes.
  • Resolve issues with application-level service performance
  • Embrace and /or adopt industry best-practices in IT operations and support processes (e.g. DevOps, ITIL)
  • Ensure business continuity and disaster recovery plans are current, in-place and operational.

ESSENTIAL REQUIREMENTS/KNOWLEDGE/SKILLS/EDUCATION

  • Solid experience managing a 4-9s production environment, working with managed service vendors in an outsourced environment
  • Minimum of 8 years of relevant experience with progressive levels of responsibility, 3+ years of recent relevant experience managing a cloud based environment
  • Demonstrated experience leading service delivery for large, mission-critical initiatives
  • Good understanding of processes and practices required to measure and manage production infrastructure, working in collaboration with a managed services vendor
  • Must be able to work in a 24x7 environment which may occasionally necessitate the need to work outside normal business hours
  • Critical attention to detail, thoroughness and documentation
  • Attention to cost implications when proposing and/or implementing solutions.
  • Must have a strong IT background and problem-solving skills, preferably in an Operations/Production Support environment
  • Must have strong verbal and written communication skills
  • Must have strong UNIX skills and a knowledge of UNIX Shell basics
  • Experience in cloud-based infrastructure design and management preferably in an AWS environment.
  • Operational experience with monitoring and Vendor management of cloud based systems geared toward the AWS environment.
  • Occasional need for strong troubleshooting skills as 1st level support as needed on company products.
  • Experience using Remedy, ServiceNow or a similar ticketing system is preferred
  • Effective at influencing and driving organizational change
  • ITIL certification is a plus.
  • Bachelors in Computer science or related/equal experience
  • Experience with leveraging Office365 Sharepoint to house documentation.

 

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