Operations Engineer (Senior) 1918

SUMMARY:

Senior Operations Engineer

• Start Date: June 2025
• End Date: December 2027

POSITION INFO:
Essential Skills Required:

• Strong understanding of IT service management principles and practices.
• Proficiency in monitoring and management tools (e.g., dashboards, alerting systems).
• Strong analytical and problem-solving abilities, particularly in IT service management.
• Experience in conducting root cause analysis (RCA) and managing known issues.
• Experience in performing regular and sporadic operational tasks to ensure optimal performance of IT services.
• Ability to manage IT service continuity, availability, and capacity effectively.
• Experience with change management processes, including creating and syncing changes with teams.
• Ability to plan and execute capacity extensions and backup/restore processes.
• Any additional responsibilities assigned in the Agile Working Model (AWM) Charter.

• Experience with IT service management frameworks (e.g., ITIL, SRE practices).
• Familiarity with cloud platforms (e.g., Azure) and their operational management.
• Experience with automation tools (e.g., Ansible, Puppet, Terraform) and scripting languages (e.g., Python, Bash) to streamline operational tasks.
• Understanding of DevOps methodologies and practices, including CI/CD processes.
• Knowledge of network protocols, configurations, and troubleshooting to support IT infrastructure.
• Understanding of IT security best practices and compliance requirements to ensure secure operations.
• Skills in data analysis and visualization tools (e.g., Splunk, Grafana) to interpret operational metrics and trends.
• Willing and able to travel internationally (twice a year).
• Above-board work ethics.

• Minimum of 6 years of experience in IT operations or a similar role.

• Monitor and Operate IT Products:
  • Perform regular and sporadic operational tasks to ensure optimal performance of IT services.
  • Own and maintain the Regular OPS Tasks list, refining sporadic tasks based on input from the Operations Experts (OE) network.
• Manage IT Service Continuity:
  • Prepare for and attend emergency exercises (EE), reviewing outcomes and deriving follow-up tasks.
  • Communicate findings and improvements to the OE network.
• Manage Availability:
  • Participate in "Gamedays" and backup/restore test sessions, practicing and executing backup and restore processes.
  • Own the recovery and backup plan, reviewing success and identifying follow-up tasks.
• Manage Capacity:
  • Monitor cluster capacity using prepared dashboards and coordinate with the DevOps team for any issues.
  • Plan and execute capacity extensions as needed.
• Manage Service Configuration:
  • Oversee service configuration management using ITSM tools.
• Manage Events:
  • Observe dashboards and alerts, taking action for root cause analysis (RCA) and creating tasks for the DevOps team.
  • Provide proactive feedback and maintain monitoring and alerting solutions.
• Manage Problems:
  • Conduct root cause analysis and manage known issues, creating Jira defects for further assistance if required.
• Enable Changes:
  • Create and sync changes with the team, assisting with releases and deployment plans.
• Manage Service Requests and Incidents:
  • Observe and resolve service requests and incidents, creating Jira tasks for the DevOps team as necessary.
• Manage Knowledge:
  • Create, use, and extend knowledge articles, ensuring availability and consistency.
• On-call Rotations:
  • Participate in 24/7 on-call rotations with teams around the world and restore systems efficiently.