Operation Engineer L1L2
Operation Engineer L1L2
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1 Vacancy
Job Description
About the position
As an Operations Engineer you will need to be skilled in managing tickets in JIRA customer satisfaction ondemand call and support provide up to Level 2 support to the clients.
This role would be responsible for organizing the technical support team activities for the organization.
If you have the ability to learn and adapt to new technologies quickly then the below applies to you:
- Provides support for all incoming and assigned customer cases via telephone and webbased CRM platforms for different projects of Portonics Limited. Recreating customer problems and testing customer configurations inhouse to help diagnose problems;
- Escalates customer issues and requests assistance as appropriate;
- Acquires maintains and expands knowledge of relevant product offerings current support policies and methods of support delivery to quickly provide complete solutions;
- Performs at a highperformance level of response and resolution time first call resolution and customer satisfaction;
- Occasional travel to customer sites to perform onsite troubleshooting upgrades etc.
- Manage and run the company Atlassian JIRA Service Desk for all clients;
- Compile analyze and report on support metrics and work with product and engineering teams to communicate hot issues customer/partner needs and priorities and to drive product improvement;
- Builds & maintains strong business relationships ensuring support is aligned with business objectives and helps drive value to the business and clients;
- Works in partnership with the Technology team (e.g. applications process and infrastructure) to ensure that overall support teams are able to deliver effective and efficient solutions and services addressing technical operational needs;
- Develop standard work procedures for all support activities;
- Work closely with Project Leads to ensure accurate and complete data is being pulled out of systems for business reporting needs;
- Develop test and continually improve disaster recovery and system backup plans;
- Interface with the training department to ensure documentation and supportrelated training material is shared with new team members;
- This job requires 24/7 ondemand support;
Key Responsibilities:
- Monitor system health using tools like Grafana and Kibana.
- Manage Linux servers Kubernetes clusters and Docker containers.
- Handle deployments and ensure smooth operation of applications.
- Troubleshoot and resolve system issues ensuring high availability.
- Support and resolve customer tickets related to system performance.
- Provide incident support and prepare Root Cause Analysis (RCA) reports.
- Automate tasks and optimize resource usage.
- Participate in oncall rotations for incident response.
Qualifications :
Skills & Qualifications:
- Experience with Linux system administration Kubernetes Docker and deployment processes.
- Proficient in monitoring tools like Grafana Kibana and Prometheus.
- Strong troubleshooting performance optimization and incident management skills.
- Experience with scripting (Bash Python) and automation.
- Knowledge and skills in MySQL/PostgreSQL (Including Replication);
Qualifications:
- Bachelors Degree in Computer Science or related field; with 3 years of industry experience including systems analysis or equivalent combination of education training and experience;
Must have:
- At least 3 years of technical support for a technology company (channel/partner management experience highly preferred) experience required;
- 2 years of handson experience with Linux and/or Windows Server 2010 and upOS;
- Demonstrated experience supporting enterpriselevel missioncritical applications;
Good to have:
- Knowledge and skills in Linux (RHEL CentOS);
- Knowledge and skills in Load Balancer (Nginx HAProxy);
- Knowledge and skills in scripting language Bash and/or (PHP Python);
- Skills in troubleshooting high availability applications on Python/PHP/Node.js using the above stacks;
- Familiarity with Jenkins Elasticsearch Grafana and Kibana is a plus;
Additional Information :
- Communication is extremely important; our engineers work across every team in the organization. Candidates need to be able to communicate not only with other developers but also with management nontech team members & external parties.
- Someone who will take ownership of a feature or application from initial conception through release while also assisting others when the need arises.
- Have an understanding of virtualization and containerization as a tool for growing scalability reliability and expediency.
- Ability to learn and teach new technologies and skills as new technology is introduced.
- Sound mature judgment and decisionmaking ability.
- Strong analytical and problemsolving skills.
- We are looking for honest dedicated and responsible individuals.
- This is a hybrid position and will require you to come to the office and work from home.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
