Technical Support Engineer 2

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