Senior Support Engineer

Role and team description:

We are looking for an experienced engineer with strong technical background in managing enterprise applications with diverse skillsets and high level of English to join our international distributed team. This dedicated application operations team supports more than 40% of the firm’s revenue and is an important part of our journey to a DevSecOps culture. We focus on stability and application uptime 24/7 with an emphasis on quick incident resolution and automated solutions that prevent future outages. Our applications are utilized by over 120k internal users and 100-200k client users. 

You will be on a team of professionals that will manage data center capacity, application monitoring, physical access for supporting personnel, technical operations processes, and coordinate changes to infrastructure and application updates.

Job description:

Your future responsibilities

• Work on new projects, incidents, service and change requests
• Ensure Infrastructure is stable and delivers business agreed SLAs and KPIs
• Provide capacity planning insights in line with business forecast
• Proactively identifying issues in the environment and work on fixing them
• Participate in Problem management calls to drive root cause and corrective actions
• Develop a deep understanding of the applications and work closely with global support teams on day-to-day operational issues
• Collaborate with all required teams on new releases/infrastructure implementations
• Ensure daily health checks are done for the applications and alert global teams, if any deviations found
• Drive annual DR failover process to test the solution effectiveness
• Actively involved in major incident outages and provide timely updates to leadership teams

Knowledge and skills requirements:

• 3+ year experience in a support of production, mission-critical, 24x7x365 IT operations environment
• Expert on SQL Server, SQL Always On and replication
• Deep understanding of Windows Server and Windows Clustering
• Deep understanding of IIS platform
• Experience and knowledge of monitoring solutions
• Good understanding of networking concepts (should be to troubleshoot basic networking issues)
• Understanding of ITIL (service delivery, root cause analysis, SLA, KPI etc)
• Experience working in a global IT environment
• Good problem solving skills
• Perform proactive health checks of the environment and come up with recommendations
• Ability to deal efficiently with escalations and difficult situations/people under pressure, such as restoration of services
• Outstanding management, interpersonal, communication and organizational skills
• Excellent written and verbal communication in Russian and English

Nice to have:

• Basic understanding of Linux platform
• Experience working with ServiceNow
• Experience working in DevOps organizations
• Experience working Agile/Scrum environment
• Understanding of Azure (SQL Managed Instance, ASE’s, App Insights, Log Analytics, Monitoring etc.)