Operations Engineer

Who We're Looking For

The Operations Engineer provides technical solutions to exceptionally difficult problems. This role will address day-to-day customer issues, application issues, problems and concerns that are detailed and complex in nature, requiring analysis and research. This position will install, configure, operate and evolve common infrastructure such as the network, servers, and external services (e.g. the cloud).

Some of What You'll Do

Scope of the Role:

• Direct Reports: This is an individual contributor role with no direct reports

Key Responsibilities:

• Provide escalated technical support for complex technical issues which may include leading problem management cases and providing management status.
• Coordinate escalated support cases and lead appropriate internal technical resources and/or third-party vendors to resolution.
• Identify, analyze and resolve the assigned tickets using root cause analysis to determine the appropriate solution(s).
• Install, monitor, maintain, support, and optimize all production server hardware and software.
• Participate in the ticket review process and provide severity and scope analysis of issues, inquiries and requests; maintaining ownership until resolution.
• Analyze metrics and identify the possible reasons for any achievements or deviations.
• Action plan and execute for the feedback received from customers.
• Continuous monitoring of production servers that includes system health, resource utilization, file transfer rate, database insert rate and logs.
• Application health monitoring that includes file processing, data loading, completion of scheduled tasks, report generation, application related processes, dashboards and application logs.
• Use alarm monitoring tools, interpret the condition being alarmed, resolve and/or escalate to the next level support.
• Monitor, execute and support production performance by performing benchmarking and research while initiating actions to improve results and/or problem correction.
• Error research based on the warnings, errors available in the production logs.
• Prioritize the production issues by analyzing the logs, database entries and processes.
• Perform User Acceptance Test in the production environment and perform relevant error research.

Experience, Education and Certification:

• Bachelor degree in computer science, electronics or telecommunication or equivalent work experience.
• 2+ years relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development.
• Certification on operating systems and databases (Preferred)
• Preferred Oracle certifications-OCP, OCA, SQL Server Certified Engineer

Additional Requirements:

• Exceptional customer service skills and demeanor, along with the innovative ability to communicate with both technical and non-technical clients
• Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques.