Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for 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 be coached in these efforts by a technical lead.
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 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
- Execute non-standard changes based on level of expertise and prior experience
- Dispatch and check status of open service requests
- L2 Incident handling based both on existing troubleshooting guides and out of the box troubleshooting capabilities
- Play an active role in the incident management process
- Contribute to root cause analysis efforts
- Contribute to technical calls with customers
- Initiate collaboration with other engineering teams to deblock service delivery or incident resolution
- Application and infrastructure deployment and maintenance services
- Monitoring and event management
- Track infrastructure project progress in collaboration with Manager, SaaS Operations Delivery
- Make active suggestions to improve quality of the work
- Make improvements to runbooks and/or create new runbooks under supervision of the Manager, SaaS Operations Delivery
- Mentorship of the Junior SaaS Operations Engineers
This job requires the candidate do work for a North American Shift from Monday to Friday
What You Need to Succeed:
- Microsoft Azure Administrator (AZ-104) Certification
- At least 2 more certifications in either Linux, AKS, Elastic or Redis
- 2-3 Years proven track record in Azure and/or AWS cloud technologies
- 2-3 Years experience with NoSQL databases like Redis, Elastic Search, etc.
- 2-3 Years experience in containerization and microservices technologies
- 1-2 Years experience with gitops tooling
- More than 3 years of experience with Linux and understanding of Linux based software stacks
- Kubernetes administration knowledge
- 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
- Knowledgeable about Infrastructure automation frameworks like Ansible, Terraform, etc.
- Knowledgeable about monitoring technologies
- Independent and 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 detail
We 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 (our own amazing spaces or those of our partners and customers) to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.
