Technical Support Engineer

SUMMARY:
Our client in the telecommunications sector requires an Technical Support Engineer on a 6 month contract

POSITION INFO:

Role Description

The Technical Support Engineer will be responsible for providing 3rd line (Technical) support to the Business Operations support teams and managing the lifecycle of all technical support tickets escalated from various business areas, driving resolution, and ensuring the highest quality support is rendered to Customer Care teams and customers.

The candidate will intimately engage with the following teams: Development, DevOps, Business Analysts, Infrastructure & Networks, and the Business Operations teams.

In addition, they will be responsible for providing technical expertise to team members and other technical/business areas.

Key Responsibilities will include:

• Ensuring availability, performance, sustainability, and accessibility of application systems/services
• Monitoring availability, performance and functionality on the production systems using various available tools and dashboards
• Managing and ensuring SLAs and KPIs of services are maintained
• Managing and overseeing the service transition process of services into the production environment and ensuring the relevant support teams are sufficiently equipped
• Understanding functional and non-functional requirements are implemented with all features and user stories
• Managing and remediating on security threats and vulnerabilities, and applying all required security controls in accordance with policy
• Identification and mitigation of risks for services
• Reviewing and updating support processes and procedures
• Ensuring effective communications to stakeholders on outages, incidents, problems and changes
• Executing and managing operational projects to ensure delivery as per agreed timelines and scope
• Acting as technical authority, providing input and guidance into technical solutions and implementations
• Troubleshooting and resolving incidents and defects within service SLAs
• Creating and distributing operational reports on incidents/problems and analysis incidents to identify trends
• Ensuring knowledge management processes are in place, and maintaining content in the KMS

Core competencies, knowledge, and experience:

•  Agile methodologies and techniques used in development of software
• Strong knowledge of Incident and problem management processes
• Experience in effective troubleshooting techniques
• Experience in managing and deploying .NET and java applications
• DevOps culture – applying relevant processes, practices and tools
• Cloud-native architectures, including public cloud PaaS / IaaS, micro-services architectures, APIs
• Strong problem solving skills and ability to adapt to new methods and processes
• Strong relationship building, persuasion, and collaboration skills that drives internal-and cross-team constructive feedback and support
• Understanding of both the Telecommunications and Fintech services markets and technology trends
• Experience in monitoring technologies and APM tools
• Knowledge of AWS services - experience in building, managing and supporting AWS-based solutions and AWS native technologies
• Familiarity with software development languages e.g. Node.js, C/C++, Java, JavaScript
• Experience with infrastructure scripting solutions such as PowerShell or Python

The ideal candidate for this role will have:

• Min 5 years’ experience in a similar role
• Min 5 years’ relevant experience in developing, deploying and / or administering infrastructure solutions
• Experience of current and emerging virtualization, infrastructure, cloud and containerization technologies such as AWS, Docker, Kubernetes, etc.
• Min 3 years’ experience in scripting(automation) and configuration management using tools such as Puppet, Chef, Ansible, Salt etc.
• Min 3 years’ experience building, managing and supporting AWS-based solutions and AWS native technologies
• Min 3 years’ experience working with programming and scripting languages, such as Ruby and Python or PHP
• Knowledge and experience of Web services, SOAP and RESTful interfaces, and XML
• Experience working closely with agile methodologies, such as Scrum, XP, and with teams leveraging DevOps and Continuous Delivery / Integration
• Strong understanding and working knowledge of IT management best practice frameworks, such as ITIL and COBIT
• Strong knowledge of automation frameworks and tools
• Strong knowledge and experience on AWS (Certification preferred)
• Financial Services and Telecommunications domain knowledge preferred
• Min 3 years’ experience in database technologies - RDBMS, e.g. MSSQL, PostGreSQL, Oracle, MySQL, etc
• Min 3 years’ experience and knowledge of IP networks and related solutions
• Excellent problem solving ability in complex environments
  
  
  
  

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