
System Incident Problem Solver
1 week ago
We are seeking an Incident Resolution Specialist to join our team. As a key member of our organization, you will be responsible for resolving production issues in a timely and efficient manner.
As an Incident Resolution Specialist, you will work closely with cross-functional teams to investigate and resolve production issues. You will create and track progress of problem tickets in Jira, create incident analysis reports with the support of Engineering teams, and perform log file analysis with Datadog.
You will also debug basic REST API calls for investigations and execute SQL database queries to provide more information for investigations. Additionally, you will create and update knowledge base articles in Confluence.
Required Skills:
- At least 8 years of experience in IT (SRE, sysadmin, developer, QA, technical support, or similar)
- University degree in a relevant field
- Strong analytical, problem-solving, and collaboration skills
- Basic understanding of systems architecture of cloud-hosted applications
- Data analysis skills - creating and interpreting dashboards to distinguish between real issues and false positives
- Project management and documentation skills such as Jira and Confluence
- Excellent written and verbal communication skills in English
- Knowledge of cloud infrastructure components
- Experience with REST APIs and tools e.g. Postman
- Experience with application logging/monitoring tools e.g. Kibana, Datadog;
- Experience with SQL, Linux & Network environments
Nice-to-Have Skills:
- Understanding of basic ML concepts and LLM's
- experience with Git or similar version control system
- experience with agile software development process
- Jenkins or similar CI pipeline
- Bash scripting for Linux
- basic skills in software development e.g. Java, Python, JavaScript, Go;
- experience with Docker & Microservices
- network and application security
Benefits of this role include:
- A better experience for our customers by providing information about product issues in a timely manner
- Direct contribution to greater customer satisfaction
- Helping Sales teams by answering technical questions about our infrastructure in customer RFP's
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