Careers - RenditionDigital International, Inc.

Operations Engineer (code: RD-OE)

Job Summary:

  • To work within the TDP Operations (TOP) team with main responsibility to manage support issues and ensure they are dealt within SLA and taking the follow up actions to ensure issues do not re-occur.

Qualifications:

  • Candidate must possess at least a Bachelor’s/ College Degree, Engineering (Computer/ Telecommunication), Computer Science/ Information Technology or equivalent
  • Linux/Unix administration skills required, knowledge of scripting is a plus
  • Working knowledge of Java, JBoss, Apache Tomcat, Oracle, SQL, Postgres, CVS/SVN, XML
  • Strong analytical and investigative skills
  • Implementation work experience (for senior role)
  • Excellent customer service, communication and interpersonal skills
  • Experience knowledge of Enterprise monitoring solutions
  • Development (Java) and scripting skills (Preferred)
  • Quick learner with willingness to share knowledge and ideas.
  • Self-motivated
  • Team player
  • Previous experience in a Travel Industry (Preferred)

JOB LEVEL-SPECIFIC QUALIFICATIONS:


A. Junior Operations Engineer: with at least two (2) years related experience.

Knowledge and experience in the following:

  • Handle high priority issues and make sure all pertinent details are gathered from the customer. Should be able to probe and gather all necessary data using all tools and resources available before escalating to Mid/Senior Operations Engineer or to TOP Primary/Secondary or assigned EOCs.
  • Ownership of low customer production (P3 and P4) issues
  • Responsible for all customer and internal communications on customer production priority (P1, P2, P3 and P4) issues
  • Managing the Support JIRA queue ensuring issues are reviewed and assigned within SLA. Also responsible for ensuring follow up on all open support tickets
  • Monitor hosted customers using various Enterprise Monitoring solutions (Foglight , Sitescope, Splunk, Omniture)
  • Develops and maintains appropriate system documentation and processes and ensure it is kept up to date.
  • Assist in identifying process improvements required to aid operational success
  • Assist in product setup and control of Integration, Pre-Production and Production.

B. Mid-Level Operations Engineer: with at least four (4) years related experience

Knowledge and experience in the following:

  • Ownership of customer production priority (P1, P2, P3 and P4) issues
  • Responsible for problem analysis and resolution of customer production priority (P1, P2, P3 and P4) issues within SLA.
  • Responsible for all customer and internal communications on customer production priority (P1, P2, P3 and P4) issues
  • Assist in creation of Root Cause Analysis (RCA) for Customer Production P1 and P2 issues and assignment of follow up actions
  • Managing the Support JIRA queue ensuring issues are reviewed and assigned within SLA. Also responsible for ensuring follow up on all open support tickets ensuring they are reviewed by the assignee and progressed within SLA
  • Maintain and support various Enterprise Monitoring solutions (Foglight , Sitescope, Splunk, Omniture)
  • Assist Implementation of monitoring reports, dashboards, and customizations for internal teams
  • Develops and maintains appropriate system documentation and processes and ensure it is kept up to date.
  • Assist in defining product enhancements and identify process improvements required to aid operational success
    • Assist in product setup and control of Integration, Pre-Production and Production environments. This includes:
      • Initial application setups
      • Application upgrades (large and small).
      • Environment documentation
      • Ownership of Pre go-live and post go-live support

    C. Senior Operations Engineer: with five (5) years related experience

    Knowledge and experience in the following:

    • Ownership of customer production priority (P1, P2, P3 and P4) issues
    • Responsible for problem analysis and resolution of customer production priority (P1, P2, P3 and P4) issues within SLA.
    • Responsible for all customer and internal communications on customer production priority (P1, P2, P3 and P4) issues
    • Ownership of Root Cause Analysis (RCA) for Customer Production P1 and P2 issues and assignment of follow up actions
    • Managing the Support JIRA queue ensuring issues are reviewed and assigned within SLA. Also responsible for ensuring follow up on all open support tickets ensuring they are reviewed by the assignee and progressed within SLA
    • Maintain and support various Enterprise Monitoring solutions (Foglight, Sitescope, Splunk, Omniture)
    • Implement monitoring reports, dashboards, and customizations for internal teams
    • Develops and maintains appropriate system documentation and processes and ensure it is kept up to date.
    • Provide training and guidance to internal teams
    • Defines product enhancements and identify process improvements required to aid operational success
    • May need to provide on call support
    • Product setup and control of Integration, Pre-Production and Production environments. This includes:
      • Initial application setups
      • Application upgrades (large and small).
      • Environment documentation
      • Ownership of Pre go-live and post go-live support
    • Training and working with non-hosted customers to ensure they successfully manage all the above

    D. Site Lead: with at least seven (7) years related experience, two (2) years of which leading a team

    Knowledge and experience in the following:

    • Ownership of customer production priority (P1, P2, P3 and P4) issues
    • Ensure review and update of P1/P2 issue is completed daily
    • Ensure review of P3\P4 issues is completed and support jira are assigned as appropriate
    • Ensure adequate cover provided by Manila team
    • Responsible for problem analysis and resolution of customer production priority (P1, P2, P3 and P4) issues within SLA.
    • Responsible for all customer and internal communications on customer production priority (P1, P2, P3 and P4) issues
    • Ownership of Root Cause Analysis (RCA) for Customer Production P1 and P2 issues and assignment of follow up actions
    • Managing the Support JIRA queue ensuring issues are reviewed and assigned within SLA. Also responsible for ensuring follow up on all open support tickets ensuring they are reviewed by the assignee and progressed within SLA
    • Maintain and support various Enterprise Monitoring solutions (Foglight , Sitescope, Splunk, Omniture)
    • Implement monitoring reports, dashboards, and customizations for internal teams
    • Develops and maintains appropriate system documentation and processes and ensure it is kept up to date.
    • Provide training and guidance to internal teams
    • Defines product enhancements and identify process improvements required to aid operational success
    • May need to provide on call support
    • Product setup and control of Integration, Pre-Production and Production environments. This includes:
      • Initial application setups
      • Application upgrades (large and small).
      • Environment documentation
      • Ownership of Pre go-live and post go-live support
    • Training and working with non-hosted customers to ensure they successfully manage all the above
    • Weekly meeting with Support Operation Manager to review issues, tasks, cross training and general team matter.
    • Support operations manager to continue to outline role requirements and provide guidance and help.
    • Interview candidates and ensure suitable candidates are send through for follow up interviews