Senior Cloud Operations Engineer

Are you interested in working for the world leaders in real-time TV & Media Recommendations?

Do you want to work in a fast-paced operations team and have responsibility for deploying software solutions to global customers?

ThinkAnalytics’ flagship solution is the Emmy® Award Winning Search and Recommendations Engine - the most widely deployed real-time, Personalised Content, Search and Recommendations engine globally. Our customer base is over 80 video service providers and we serve over 6 billion recommendations per day to over 450+ million subscribers worldwide.

As we continue to grow, we invite motivated and ambitious go-getters to apply for our Senior Operations Engineer role based in our growing Pune Office.

The Role

We are looking for an extremely talented individual who has experience of leading up a support function within a cloud-ops team, in a fast-paced environment and is looking for their next challenge. We are looking for someone who has significant support experience, is comfortable managing P1/P2 incidents and leading major incidents. If this is you, then we would very much like to talk to you.

Working closely with the global development and project teams to deliver both production and non-production environments, you will lead our deployment, maintenance, monitoring and support of production and non-production environments. You will lead our team as we monitor high load real-time systems to serve our worldwide customer base, including leading TV platforms such as Tata Play, Sony, HBO Latin America, DirecTV Latin America, Liberty Global, MBC Shahid, Deutsche Telekom, Astro, Proximus, Rogers, Sky, Singtel and Vodafone.

Key Responsibilities

You will work in our new, modern Pune office within a highly skilled and experienced team to:

• Ensure that the procedures for managing incidents and support requests are defined and maintained in a location available to all staff.
• Ensure that incidents and support requests are handled according to agreed procedures.
• Ensure that documentation for the supported products and services is available and in an appropriate form for those providing support.
• Ensure that appropriate action is taken to anticipate, investigate and resolve problems in products and services ensuring that such problems are fully documented and in an appropriate form for those providing support. Coordinate the implementation of agreed remedies and preventative measures and analyse patterns and trends.
• Manage the customer support rota; ensuring full cover is available 24/7 and compliance with SLA parameters.

Essential Skills

We’d love to hear from you if you have:

• 5+ years of experience in providing Level 2/3 Technical support of production systems deployed on Cloud and/or On-premises running on Linux platform, in adherence to predefined SLAs.
• 3+ years of experience of leading a Level 2/3 technical support or cloud operations team.
• Cloud certification such as AWS Solution Architect - Associate is preferable.
• Working knowledge of day-to-day Linux/Unix command-line utilities like grep, sed, awk, top, etc.
• Experience with web application services and reverse proxies such as JBoss/Wildfly, HAProxy.
• Working experience in writing SQL queries and/or knowledge of Relational databases like – MySQL, and/or Oracle.
• Willing to work as part of, as well as lead, an on-call rotation during holidays/weekends/overnight.
• ITIL Foundation or experience working within an ITIL environment
• BE/BTech/ME/MTech/MCA/Computer Science Graduates.
• Strong written and verbal communication skills. Great attention to detail and superb team working skills.
• Experience in incident management, problem management, operational excellence, within a highly available 24x7x365 SaaS Operations Team.
• A willingness to work in Shifts, Holidays and be a part of 24/7 On-Call rotational 365 days a year basis (you will be rewarded for this!)

Desirable Skills

In addition to the above, it would be great if you also have:

• Managing infrastructure with Terraform and Ansible (IaaS).
• Design and implementation of system monitoring, and metrics.
• Operational knowledge of TCP/IP and software-defined networking concepts.
• Ability to read and compose simple bash scripts to automate tasks.
• Analytical and problem-solving skills are required to clarify, analyse, and investigate client needs, to identify potential roadblocks and develop solutions.
• Analyse cloud systems issues and provide recommendations and supporting data to monitor, simplify, and automate tasks.
• A can-do attitude, an ability to work under pressure, an amazing attention to detail and superb team working skills.
• Exposure of Jira or a similar service desk tool.
• Experience in designing and documenting operational processes.

Apply now

We’re passionate about what we do and expect you to be too.

We are committed to the growth of the company as well as our people and we’ll invest in your progression with training opportunities whether that’s access to an external platform to brush up on new tech or supporting you to become certified in professional areas, such as AWS. We offer fully funded training support for this and in return for becoming certified, we offer financial incentives too!

We offer the opportunity to work within talented and close-knit teams where you feel truly valued and the opportunity to gain exposure working with colleagues around the globe too.

In addition to our in-depth company onboarding programme, we offer a generous benefits package and regular team social events.