Position: Integrated Operations Center Team Lead
Company: Zoolatech
Experience required: 3y
English level: upper

Responsibilities:

• Takes part in interviewing/hiring and mentoring of 8 IOC Shift Engineers (4 middle/4 junior level) based in Istanbul, Turkey region.
• Takes part in on-boarding of new web-application/services to IOC proactive support.
• Creates and keeps up-to date shift instructions, checklist, runbooks.
• Prepares initial mentoring/onboarding/training programs for IOC Shift Engineers.
• Leads initial hands-on shadowing for IOC Shift Engineers during first few weeks on job.
• Approves shift schedule changes in specific region (Turkey).
• Coordinates “follow the sun” schedules, escalations, and on-call rosters with another region (Mexico, Guadalajara).
• Reviews shift handover reports to make IOC work more efficient, decrease alert fatigue and improve key KPIs (MTTA, MTTR).
• Makes sure Shift Engineers follow best practice when dealing with incidents/alerts.
• Verifies and keep up-to date internal procedures, rules, tooling and access documentation that Shift Engineers  use in their daily job.
• Carries initial soft-launch period work when new application is being on-boarded: reviews/updates runbooks, alerts, documentation, and escalation deficiencies.
• Acts as Incident Commander during P1/P2 incidents shadowing Situation Management(SIMA).
• Organizes regular trainings and knowledge transfer sessions on web-applications/services that are onboarded to NewRelic/OpsGenie/SRE processes.

Skills required:

• Min 3 years of experience in Web-based Application Support (in contrast to customer support, which is not in scope) 
• at least 1 year experience as Manager/Shift Lead of 24x7 Application Support teams
• Experience building at least one 24x7 ‘follow the sun’ application support team
• Experience in configuring and using as Full platform user monitoring/observability solutions like NewRelic (or DataDog, Splunk, AppDynamics, Instana)
• Experience setting up and fine tune on-call rotation and Alerting management platform like OpsGenie (or PageDuty)
• Advanced Incident management skills and troubleshooting production web-/enterprise application issues
• Incident commander experience with ServiceNow and ITSM/ITIL frameworks
• Fluent in defining SLO, measuring SLI/Error Budgets and following SRE best practices
• Experience with Public cloud (Azure), CI/CD (Azure DevOps Pipelines, GitHub Actions, GitLab)
• Experience in writing team documentation and efficient runbooks/SOPs for production web-applications/API- and cloud services.

Project Description.

Our client is a Danish jewelry brand, and one of the most famous jewelry brands in the world. We are building a team to help improve the systems’ reliability and develop great partnerships for years. 

Pandora is looking to build an Integrated Operation Center to improve its customer focus and business outcomes.  The IOC will initially provide incident management and production support. This effort is part of Pandora’s DevOps journey in which 24/7 monitoring of its platform and support for engineering is key. Pandora’s goals under its DevOps journey include improving productivity, creating efficiencies/savings and generally strengthening its culture. The IOC will bring a culture of accountability, reliable follow up and strong SLA compliance. And it will be core to moving towards that ‘single pane of glass’ for the performance of services across Pandora. 

Similarly, the IOC will improve and implement Application Performance Monitoring (APM) at Pandora leveraging NewRelic. The goal is to achieve greater operational performance, help the engineering team to achieve greater focus and drive a better customer experience. Together the teams will improve key business metrics and accomplish Pandora’s ultimate goal of a leading customer experience and stronger business outcomes.

The core IOC operations will be based in Mexico (1x8h shift) and Turkey (2x8h shifts).