Tech Ops Engineer II

Main Activities:

• Determine the severity of an incident that has been raised by the business (per risk definition)
• Ensure successful and timely restoration services of major incidents
• Identity application related issues and determine the trends to avoid replication
• Develop and drive SWOT opportunities for reoccurring incidents
• Establish a proper issue detecting mechanism and build useful dashboards
• Work in partnership with senior IT Subject matter experts and business counterparts to identify opportunities that drive business value and improve effectiveness
• Establish and maintain timely communications with all stakeholders to ensure they are informed of service status
• Manage stakeholder expectations and update people on progress or slippages
• Host both technical and managerial conference calls, and facilitate effective incident management throughout the incident lifecycle
• Spin-up command centers (virtual/physical) as needed based on priority of incidents, including call-tree escalations to Level 2 / 3 experts as needed
• Own the creation and distribution of succinct communications on command centre progress and activities, for both front-line technical staff and executive leaders
• Co-ordinate / facilitate escalations through internal and supplier teams as needed to heighten visibility and engagement
• Accountable for gathering required information from business and technology to enable effective Root Cause Analysis
• Produce and maintain Executive level reporting of incidents, including number of customers impacted and restoration timing
• Minimize and mitigate business-impacting incidents through controlled problem identification and responsive / proactive service improvement plans
• Identify the underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround
• Ensure that - after a successful Problem solution - the Problem Record contains a full historical description, and that related Known Error Records are updated
• Undertake a review of the resolution of a Problem to prevent reoccurrence and learn any lessons for the future
• Verify if the Problems marked as closed have been fully resolved
• Provide extended and off-hour support as needed to manage command centres and communications
• Manage processes to ensure on-call team schedules, systematic call-trees, and distribution lists are accurate and up to date

Knowledge/Skill Requirements:

• University degree in technology-related field required, or equivalent work experience
• Solid knowledge in Java software delivery or software development including multiple frameworks such as Hibernate, Spring MVC, Spring Security, SAML, OAuth, OIC
• Experience in API management tools, e.g., MuleSoft API Manager (preferably)
• Experience in APM
• Incident and Problem management, Major Incident Response experience preferable, Project Management, Business Process management
• 5 years of experience in a corporate SDLC function (developer, support, architect, etc.) in technology
• 3 years of experience with technical incident resolution or product defect resolution
• Strong written and verbal communication, with an ability to articulate issues simply, concisely, accurately and clearly for both technical working level teams and executives
• An ability to work efficiently, effectively and collaboratively
• Knowledge of ITIL 4 practices is a must
• Analytical mind capable of managing numerous information sources and providing meaningful data analysis reports to senior management
• Organized, structured, logical thinking and detail oriented analytic skills
• Multi-tasking – can manage several concurrent initiatives with pace and prioritise demands whilst maintaining composure
• Experience with tracking incidents and providing dashboard views of issues/tickets across time
• Respectable knowledge of Jira Service Desk, Confluence and Jira is required
• Strong attention to detail, keen problem-solving skills, with experience performing impact and root cause analyses, recommending solutions, and supporting resolution efforts
• Ability to approach problems logically and with good judgment to ensure the appropriate outcome
• Capacity to adapt to and manage change in a fast-paced, dynamic environment
• Personal maturity, personable, credible, professional presence, Coordinative authority, Calm under pressure
• Ability to work professionally with other teams and individuals to get things done quickly