We are seeking a skilled L2 Application Operations professional to join our expanding team. The ideal candidate will support and improve the live operation of customer-facing digital services, while acting as a technical escalation point for a growing Product Support team.
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Responsibilities:
- Ensuring excellent product health by maximizing application uptime, performance, and satisfaction in a busy digital e-commerce environment.
- Troubleshooting technical issues and liaising with Product Owner and Development colleagues to prioritize the resolution of issues impacting our digital guest experience.
- Taking a data-driven, customer-centric approach, always keeping guest experience at the forefront of operational decision-making.
- Coordinating with technical teams to reduce recurring incidents and technical toil.
- Playing an active role during incidents, helping to drive prompt categorization and resolution of incidents.
- Mentoring junior colleagues, providing guidance and training using the benefit of your technical experience.
- Planning and implementing improvements in application hosting and observability to improve mean time to acknowledge and resolve application defects.
- Participating in on-call rotation to provide after-hours support when necessary and may also be required to work in shifts or participate in a rota schedule as operational needs evolve.
- Ensuring that the service provided aligns with specific qualitative or quantitative targets and Key Performance Indicators (KPIs).
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in IT operations or application support roles, ideally involving Java and Node.js applications.
- Experience with all aspects of web application support.
- Additional experience supporting API-focused, native mobile, and CMS applications is preferred.
- A strong focus on observability, including experience with a variety of APM tools and techniques.
- Experience with one or more APM platforms is a plus, e.g., New Relic, Dynatrace, Datadog, Azure Monitor, etc.
- Experience with cloud computing technologies, preferably Microsoft Azure.
- Excellent problem-solving and troubleshooting abilities.
- Awareness of security best practices and related governance standards such as PCI-DSS.
- Strong proficiency in working with Agile methodologies such as Scrum or Kanban.
- Excellent communication and collaboration skills.
