Operations and Support Engineer – Level 2

As an Operations and Support Engineer – Level 2 for the company Global Services team, you will be involved in tier II technical support for incidents, problems, and change management of hosted and managed solutions.

A week in the life of an Operations and Support Engineer L2:

• You will be working in a team rotating in shifts with 24/7 coverage.
• You will provide technical support of Cloud, On-Premises, and Hybrid services.
• You will design and implement changes into the systems.
• You will maintain and enhance internal tools to improve service industrialization for Cloud and On-Premises services.
• You will provide technical guidance for new or evolution of services and for consolidated technical analyses.
• You will lead the optimization of service reliability, performance, and security.
• Provide technical direction when CAB requires tier II input, expertise, or changes with high risk impacts on customer SLAs.
• You will be responsible for product and technical knowledge ramp-up of the Tier II Support team.
• You will participate in the definition of production requirements.
• You will extend and acknowledge completion of handover milestones to Tiers I and II to comply with contractual SLAs.
• You will manage performance. Track and report critical supply and demand metrics. Use data to optimize processes, creatively solve problems, and track results.
• You will participate within the integrated team concept for product & process improvement.
• You will participate at the preparation and review of technical product & customer specific documentation.

Knowledge, Skills and Experience:

• You must have experience with Linux or Unix applications; Unix or Shell scripting; SQL or Oracle database queries, writing and execution and knowledge of WebLogic administration, ticketing tools, monitoring tools such as OP5, ELK, Grafana or Prometheus.
• You must have experience in managing production systems in Cloud or/and Hybrid-Cloud, knowledge of debugging methods and tools.
• You need to have knowledge of Cloud technologies: i.e., Ansible, Dockers, Kubernetes. AWS, Google Cloud are much appreciated.
• You need to have experience in customer-facing roles and communication with internal & external stakeholders.
• You must be fluent in English.
• We would like someone to join our team who is a strong verbal and written communicator, analytical, a problem-solver, and a team player.
• You must have a Degree in Information Technology or a related field.
• We are looking for someone with 3-5 years of experience in IT support and operations.

Location:
Riyadh, Saudi Arabia