Under general direction, develops technical strategies and architectures for complex systems or enterprise-wide practice solutions. Develops and recommends solutions and strategies for technical solutions based on the analysis of customer business goals, objectives, needs and existing systems infrastructure. Participates in sales and proposal presentations in addition to ongoing team account activities. Identifies additional product/services opportunities in customer organization. Often viewed by customers as a consultant. Defines and develops hardware and software platforms for standard computing office environments. Designs and develops hardware and software solutions for custom solutions where standards will not work. Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways.
GENERAL DESCRIPTION:
Work closely with operations and software engineering teams to design and implement scalable and high performance solutions for our platform.
Define monitoring requirements and implement automated incident resolution solutions by creating Alerts.
Provide 24x7 tier-3 troubleshooting and break-fix support for production and non-production services.
Quickly and efficiently troubleshoot simple and complex issues in order to provide outstanding support for internal service level objectives.
Identify areas for process and efficiency improvement within Platform Support Operations; recommend solutions and assist in overseeing implementation. Actively facilitate continuous improvement.
Ensure all necessary operational processes and procedures are carried out with a high level of attention.
Define and document standard run books and operating procedures. Create and maintain system information and internal architecture diagrams.
Monitor various systems capacity and health indicators and trends; provide analytics & forecasts for added or reduced capacity as required.
EXPERIENCE:
Minimum 4 years related experience.
Experience with configuration, change management, monitoring or and trending of Platform/ Application.
Experience with Splunk, New Relic , Solar Winds or App Dynamics is a plus. Developing and maintaining run book articles for support teams.
Ensuring platform availability and addressing operational issues as they arise in accordance with internal and customer SLA’s
Knowledge resource on multiple projects/initiatives across the company for a variety of internal/external customers.
Solid understanding of how Soap/XML and Rest APIs work.
Experience supporting web services and customer facing APIs.
Experience with a configuration manager such as Puppet, Chef, Ansible, Salt, etc.
Understanding of TCP/IP and HTTP protocols.
Understanding of ITIL process. Strong troubleshooting skills.
Solid scripting skills ( ruby, python, perl or shell scripting)
Excellent written and verbal communication skills.
Ability to handle multiple projects.
This will be part of a 24/7 passive oncall team.
Experience using an operational ticketing system to record changes and work history details such as JIRA or Service Now.
Worked with Git/SVN code respositories.
