Senior Operations Engineer

Senior Operations Engineer

Overview
 

The Senior Operations Engineer works primarily with enterprise customers of Edifecs products, proactively assisting them with post- sales installation, configuration, upgrade, troubleshooting and day to day operational management. Responsibilities include taking a proactive leadership role working with the Engineering team and Customers to triage and resolve highly complex, technical, and application-related issues which impact product performance in customer-specific environments, or issues that directly hamper a broader customer adoption of Edifecs products. In addition to working with customers, the Sr Operations Engineer will routinely partner with our Development, Sustaining Engineering and Sales Engineering organizations to resolve support issues, document bugs, provide UAT on product builds, and ensure that new and newly upgraded server installations are successful. The ideal candidate will have extensive knowledge and hands-on experience with Docker and Kubernetes, along with a strong background in research & implementation. This role will involve working closely with our IT SaaS team to design, implement, and maintain containerized environments and orchestration systems to support our organization's infrastructure and applications.

What you will do:

• Manage end to end maintenance and operations of Edifecs SaaS solutions including performing upgrades, making configuration changes, managing day to day operations, building custom tools and utilities, creating ad hoc reports / queries
• Provide technical support to enterprise clients related to technical and operational aspects of the products
• Partner with IT SaaS team to Design, deploy, and manage Docker containers and Kubernetes clusters in both development and production environments and integrate with Edifecs Products.
• Partner with Product & Engineering team to get the EKS compatible builds.
• Collaborate with software developers and system administrators to optimize application performance and scalability using containerization and orchestration technologies.
• Develop and maintain CI/CD pipelines for automated testing, deployment, and monitoring of containerized applications.
• Troubleshoot and resolve issues related to containerized environments, Kubernetes clusters, and related infrastructure components.
• Partner with Product Support Engineers and development teams as necessary to troubleshoot issues and implement resolutions
• Analyze application and database performance, identify bottlenecks and provide fix/ report to the development team for a fix
• Provide workarounds or temporary fixes to the client to avoid processing disruption
• Proactive monitoring and management of data processing, and management of customer reported cases / issues.
• Deliver a consistent, responsive and satisfying customer experience with each contact
• Collect all necessary problem details from customers to be able to effectively see the problem to resolution
• Successfully reproduce customer issues in a controlled test environment
• Follow standard operational procedures for case management
• Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics
• Update knowledge base / create reusable documents, originating from patterns observed during customer issue troubleshooting

What you will bring:

• BS in Computer Science or other technology related program or equivalent experience in implementing, and operating Java stack-based enterprise applications
• 5+ years of applicable experience in maintaining commercial off the shelf enterprise products
• Understanding of following underlying technologies used by Edifecs solutions: Java, JMS, SQL Server/ Oracle, Web/Application Servers like Apache Tomcat/ IBM WAS
• Experience on at least o