Position: Junior Shift Operations Engineer (Application support)
Company: Zoolatech
Category: Support
Experience required: 1y
English level: upper
Published: 2023-07-01T00:00:00+03:00

Responsibilities:

• Work in shifts to to cover support of customer's applications (we use several locations to cover this time).
• For this position in Turkey shifts are rotating each week (8:00-16:00 GMT+3, 15:00-23:00 GMT+3) among  8 team members and every team member is expected to work at least 2 weekend days/month.
• Able to work in rotating 8 hour-long Morning/Evening shift.
• Monitors Alert management tools and acknowledges P1/P2 alerts.
• Performs initial alert triaging, runs runbook steps, goes through checklists, runs initial diagnostic scripts to detect false positive and prevent unnecessary escalations.
• Performs initial escalation to SRE/Senior IOC engineer and when true positive Incident is confirmed - declares incident, updates status page, starts collection of post mortems/RCA log, escalates to development teams, gather war room and implements workaround/performs rollback when necessary.
• Reports to IOC Team Lead/SRE Manager.
• Takes part in regular trainings, on-boarding and KT sessions.
• Updates outdated/missing Operations documentation, SOPs, runbooks,  checklists.
• Updates Alerts, Thresholds, tags, aggregation/deduplication rules to decrease noise of Alert Management systems.
• Tracks planned maintenance that coincides with his/her shift.
• Logs Incidents/Alerts he worked on during his/her shift.
• Re-assigns/closes Incident tickets/mutes acked alerts during shift handover.
• Submits individual shift report, and Shift Handover report at the end of the shift, syncs with engineer on the next shift.
• Constantly monitors and improves team’s KPIs - like decrease MTTD/MTTA and increase number of Critical Alerts/Incidents responded per person per shift, decrease # of escalation, increase # of Incidents resolved on first hit.
• Self-learning & extreme ownership attitude.

Skills Required.

Must have:

• Graduate or last year University student of Computer Science or similar faculties (cyber security, IoT, Computer communications)  
OR 
• at least 1 year of experience in similar role (Tier2 support, NOC, SOC, Service Desk, Administrator, Systems engineer).
• Good understanding of ISO/OSI model, encapsulation, Network protocols used by web, dns, tcp/udp, HTTP/S, REST API applications.
• OS knowledge Windows/Linux as  Power user or System Administrator level (cli, GUI).
• SQL fundamentals.
• HTTP/S methods and Error codes.
• Able to Speak/Read/Write technical English (IT terms).

Nice to have:

• Experience in using monitoring/observability solutions like NewRelic, DataDog, Splunk, AppDynamics, Instana.
• Experience in using on-call rotation and Alerting management platforms like OpsGenie/ PageDuty.
• Incident management skills and troubleshooting production web-/enterprise application issues.
• Understands Incident/Problem resolution flow, escalation criteria and key NOC KPIs.
• Experience in writing team documentation and efficient runbooks/SOPs for production web-applications/API- and cloud services.
• Fluent with Linux/Windows CLI tools used for network apps/db troubleshooting: ping, traceroute, curl, nc, ss, dig, nslookup, tail, grep, nmap, tcpdump, telnet, sql client, postman etc.
• basic scripting with bash/shell script/powershell and Ansible or similar tool.
• Chrome Developer tools.

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 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) in follow-the-Sun setup.