SaaS Operations Engineer( Portfolio Companies: Sitecore)

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers.

About the Role/ The Opportunity:

You will be working directly with the production systems behind all Sitecore SAAS offerings and will be executing SAAS operations required for end-to-end service delivery to our customers and resolve incidents As a member of the team providing Sitecore’s global 24/7 coverage, your work hours and schedule may vary according to the company’s needs and in compliance with local legal requirements, and you may be required to work hours or shifts outside your regular schedule. You will be paid any overtime or additional compensation or offered time off in lieu, to which you may be entitled based on your work hours, in accordance with applicable law and company policy.

What You’ll Do:

• Execute standardized services from our service catalogue without supervision
• L2 Incident handling based on existing troubleshooting guides
• Play an active role in the incident management process
• Contribute to root cause analysis effort
• Reply to customer requests via ticketing tool
• Application and infrastructure deployment and maintenance services
• Monitoring and event management
• Collaborate with other engineering teams to deblock service delivery or incident resolution
• Can be counted on to delivery qualitative work
• Make improvements to runbook under supervision of the Manager, SaaS Operations Delivery

This job requires the candidate do work for a North American Shift from Monday to Friday

Qualifications

• Microsoft Azure Fundamentals (AZ-900) Certification
• At least 1 more certification in Linux, AKS, Elastic or Redis
• 1-2 Years proven track record in Azure and/or AWS cloud technologies
• 1-2 Years experience with NoSQL databases like Redis, Elastic Search, Mongo DB etc.
• 1-2 Years experience in containerization and microservices technologies
• 2-3 Years of experience with Linux and understanding of Linux based software stacks
• Hands-on experience with ITSM tools like Jira Service Desk, Service Now, etc.
• Knowledgeable about on-call management tools like OpsGenie, PagerDuty, etc.
• Experience as an L1 or L2 support engineer
• Out of the box problem solving and troubleshooting skills
• Excellent written and spoken knowledge of English
• Focused on customer success
• Be a team player
• Attention to detal 

Additional Information

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community. #Li-Hybrid