About the Role/ The Opportunity:
You will be working directly with the production systems behind all Sitecore SAAS offerings and will be executing SAAS operations required for end-to-end service delivery to our customers and resolve incidents As a member of the team providing Sitecore’s global 24/7 coverage, your work hours and schedule may vary according to the company’s needs and in compliance with local legal requirements, and you may be required to work hours or shifts outside your regular schedule. 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 supervision
- L2 Incident handling based on existing troubleshooting guides
- Play an active role in the incident management process
- Contribute to root cause analysis effort
- Reply to customer requests via ticketing tool
- Application and infrastructure deployment and maintenance services
- Monitoring and event management
- Collaborate with other engineering teams to deblock service delivery or incident resolution
- Can be counted on to delivery qualitative work
- Make improvements to runbook under supervision of the Manager, SaaS Operations Delivery
- Microsoft Azure Fundamentals (AZ-900) Certification
- At least 1 more certification in Linux, AKS, Elastic or Redis
- 1-2 Years proven track record in Azure and/or AWS cloud technologies
- 1-2 Years experience with NoSQL databases like Redis, Elastic Search, Mongo DB etc.
- 1-2 Years experience in containerization and microservices technologies
- 2-3 Years of experience with Linux and understanding of Linux based software stacks
- Hands-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 engineer
- Out of the box problem solving and troubleshooting skills
- Excellent written and spoken knowledge of English
- Focused on customer success
- Be a team player
- Attention to detal
We believe that coming together as a community, in person, is important for 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. #Li-Hybrid
