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.
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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
