Technical Support Engineer 2
7 days ago
Purpose of the Role
As part of a Global Engineering team, you will be supporting the LBU and the Group to:
Operations:
- Provide comprehensive support for our suite of services, including monitoring, troubleshooting, and
resolving issues to minimize downtime and ensure optimal performance.
Incident Management:
- Respond promptly to incidents, perform root cause analysis, and implement corrective actions to
prevent recurrences. Prioritise and escalate critical issues as necessary to meet service level agreements
(SLAs).
Change Management:
- Work with the release managers to ensure smooth and successful deployments, as well as to conduct
post-deployment review to capture lessons learned and improve future deployment processes.
Performance Monitoring:
- Monitor service performance metrics, analyse trends, and proactively identify areas for optimization
and improvement. Implement measures to enhance system reliability, scalability and efficiency.
Collaboration:
- Collaborate closely with cross-functional team, including development, infrastructure, and quality
assurance, to ensure seamless integration of applications and alignment with business objectives.
Automated Operational Efficiency:
- Implement and enhance automation solutions to improve operational processes across all
environments and automate repetitive operational tasks.
Accountabilities
- [Adapt from Head of Spec]
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field (Master's degree
preferred).
- Certified in ITIL v3 or v4 foundation is a MUST
- Excellent communication skills and ability to articulate technical issues / requirements.
- Excellent problem-solving and troubleshooting skills.
Preferred Skills:
- Demonstrate comprehensive understanding of ITIL processes and best practices.
- Demonstrate comprehensive understanding in various monitoring systems such as Dynatrace,
Sentry, Grafana, Prometheus, Azure Monitor, GCP Operation Suite, etc.
- Proficiency in Cloud technologies (e.g. AWS, Azure, GCP).
- Demonstrate understanding in operating Couchbase Database, MongoDB, as well as PostgreSQL is
preferred.
- Demonstrate understanding of backup and disaster recovery concepts and tools to ensure the
availability and recoverability of production systems in the event of a disaster.
- Certification in relevant technologies (e.g. Microsoft Azure, GCP) is a plus.
- Familiarity of DevOps practices such as CI/CD workflows, experience with GitHub Actions, and
proficiency in using infrastructure automation tools
- Experience with HashiCorp Vault for managing secrets and secure access.
- Knowledge of software development lifecycle.
- Knowledge of containerization and orchestration tools such as Kubernetes Technologies and Tool
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