Senior SaaS Operations Engineer (IFS Portfolio Companies: Sitecore)Full-timeIFS Referral Bonus Code: SHJob Location: HybridIFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service.
By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.
Sitecore delivers a composable digital experience platform that empowers the world's smartest and largest brands to build lifelong relationships with their customers.
About the Role / The Opportunity: You will be working directly with the production systems behind all SAAS offerings and will be executing SAAS operations required for end-to-end service delivery to our customers and resolve incidents as a level 2 support engineer.
You will collaborate with global colleagues from the SAAS operations team, as well as with colleagues from level 1 and level 3 support.
As a member of the team providing global 24/7 coverage, your work hours and schedule may vary according to the company's needs. You will be paid any overtime or additional compensation or offered time off in lieu, to which you may be entitled based on your work hours, in accordance with applicable law and company policy.
What You'll Do: Execute standardized services from our service catalogue without supervisionExecute non-standard changes based on level of expertise and prior experienceDispatch and check status of open service requestsL2 Incident handling based both on existing troubleshooting guides and out of the box troubleshooting capabilitiesPlay an active role in the incident management processContribute to root cause analysis effortsContribute to technical calls with customersInitiate collaboration with other engineering teams to deblock service delivery or incident resolutionApplication and infrastructure deployment and maintenance servicesMonitoring and event managementTrack infrastructure project progress in collaboration with Manager, SaaS Operations DeliveryMake active suggestions to improve quality of the workMake improvements to runbooks and/or create new runbooks under supervision of the Manager, SaaS Operations DeliveryMentorship of the Junior SaaS Operations EngineersThis job requires the candidate to work for a North American Shift from Monday to Friday What You Need to Succeed: At least 2 more certifications in either Linux, AKS, Elastic or Redis2-3 Years proven track record in Azure and/or AWS cloud technologies2-3 Years experience with NoSQL databases like Redis, Elastic Search, etc.2-3 Years experience in containerization and microservices technologies1-2 Years experience with gitops toolingMore than 3 years of experience with Linux and understanding of Linux based software stacksKubernetes administration knowledgeHands-on experience with ITSM tools like Jira Service Desk, Service Now, etc.Knowledgeable about on-call management tools like OpsGenie, PagerDuty, etc.Experience as an L1 or L2 support engineerKnowledgeable about monitoring technologiesIndependent and out of the box problem solving and troubleshooting skillsExcellent written and spoken knowledge of EnglishFocused on customer successBe a team playerWe believe that coming together as a community, in person, is important to innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.
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