Systems Operation Engineer

Job Description

THE JOB This position involves various disciplines within the Operations and Monitoring team. Duties encompass Incident Management, Service Request Management, On-sales and Event Monitoring, Reporting, Process Improvement and optimization, Tool development, and stakeholder engagement. We seek a person who has a solid understanding of technology and Service Management concepts. We're looking for someone enthusiastic about systems-thinking, innovation, and automated solutions, who has experience implementing Lean methodologies in their work. This position will be essential to ensure the team's success and requires staying informed about current departmental practices, inter-team relationships, and ongoing project initiatives. WHAT YOU WILL BE DOING Offer Level 1 technical assistance for service requests and monitor events. Create tools to decrease error occurrences and enhance customer satisfaction. Build software to connect with internal backend systems. Conduct root cause analyses for errors in production. Explore and resolve technical challenges. Develop scripts to automate visualization and improve processes. Design protocols for system troubleshooting and maintenance. Participate in a flexible shift schedule to support collaboration and coverage across various time zones. WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS) Experience and knowledge in Service Management practices such as Incident Management, Service Request Management, Event Monitoring, and Service Catalogue Management. Familiarity with analytics tools like Kibana, Grafana, Splunk and application performance monitoring (APM) tools is required. Understanding of networking concepts, operating systems, and application development is essential. Experience working with operating systems Linux/Unix or Windows Proficiency in scripting languages such as Shell, Bash, Python, or Go is necessary. Awareness and comprehension of cloud technologies such as AWS and Kubernetes are important. Familiarity with Continuous Integration/Continuous Deployment (CI/CD), GitLab, and Git is necessary. Knowledge of and exposure to DevOps, Site Reliability Engineering (SRE), Agile, Scrum, Kanban, and Lean methodologies is important. Familiarity with tools like Jira, PagerDuty, Domo, Confluence, Status page, Lucid-Chart, Microsoft 365, and Google G-Suite would be advantageous.