Senior Operations Engineer

3 weeks ago


india IBS Sofware Full time
Job Title Senior Operations Engineer Location (s) Trivandrum Years of Experience 3-5 years Job Description About the Role
1. Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible by working with various teams but not limited to Development, Cloud, Network and Database teams
2. Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
3. Troubleshoot issues across a wide range of applications using monitoring solutions and/or with log analysis. Troubleshooting code is not expected, but is nice to know.
4. Provide first-line investigation which may include Business, system and technical analysis and diagnosis of all Incidents and Service Requests
5. Identify potential and recurring issues within the application in the production environment or it’s operation within the business. Takes steps on permanent resolution of issues.
6. Escalate Major Incidents to the Incident/Service Account Manager
7. Escalate Incidents at risk of breaching Service Level Agreement/Operational Level
8. Escalate unresolved Incidents to Level 3 and work with stakeholders to track to closure
9. Handling customer interaction, following up on customer issues and clarifications, to get customer issues resolved
10. Manage incidents, service requests and changes pertaining to the application portfolio
11. Aid in the implementation of application monitoring and alerting capabilities
12. Work closely with the development team, have a thorough understanding of the application and functionality when new solutions are introduced into the production environment
13. Assist with the info sec team in the roll out and operation of appropriate security controls and certifications
14. Owns all Incidents and Service Requests throughout the lifecycle
15. Document troubleshooting steps and service restoration details
16. Create and submit knowledge articles
17. After hours / On-call support and occasional after hours access is required to manage support incidents and releases
Role & Responsibilities Required Skills
1. Experience in SaaS based application, implementation and support
2. Reasonable understanding of cloud environments (Azure, AWS, Google) including monitoring tools and services
3. Experience with service management practices (request fulfilment, Incident management, problem management and change management)
4. Experience with all phases of the software development lifecycle (SDLC) from inception to deployment
5. Excellent knowledge of SQL to extract, update and delete data from PostgreSQL databases. Ability to run database procedures for application maintenance
6. Ability to wrangle and parse data and analyze log files with complex XML and JSON messages with backend systems
7. Shell scripting and essential network commands in Linux
8. Exposure to Java, Web applications, Application servers and Web servers etc. Hands on work on these tiers is not required
9. Knowledge of basic network operations as they relate to the exchange of data between applications using APIs
10. The ability to analyze and resolve complex problems 
11. Extensive experience providing support for SaaS based applications
12. Strong communication skills with the ability to communicate with people with a wide range of technical understanding
13. Must be a quick-learner and be able work well in fast paced, dynamic environment often under stressful situations
14. Familiarity with IT service management practices and platforms (. ITIL)
15. ITIL /Technical Certifications Technical Qualifications

PostgreSQL, Business Knowledge, Linux, Technical Operations

At IBS Software, you can look forward to:

Gaining deep domain expertise in the (TTL) Travel, Transportation & Logistics domain Working with the latest technologies & cutting edge tools to redefine the travel sector Enjoying the many benefits of a stable SaaS based product company Partnering with some of the biggest airlines, busiest airports, top tour & cruise providers, well known hotel chains, and large energy companies to augment their mission-critical operations A diverse, global work culture with some of the brightest minds in the industry A competitive benefits package, flexible work life polices, transparent rewards & recognitions, continuous learning and development, medical benefits, and fun at work policies. 

Equal Employment Opportunity Statement

IBS Software is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran’s status or any other characteristic protected by law.



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