Jobs and Careers

IT Operations & Digital Support Engineer

UKRemotefull_timeVerifiedPosted 10 Apr 2026

About the role

This is a remote position.

We are seeking a Digital Support Engineer to provide high-level technical support for our digital ecosystem, ensuring the reliability of mobile applications, web platforms, and customer identity workflows. This role is responsible for the build-out of automated monitoring solutions, managing SAP Customer Data Cloud integrations, and driving continuous operational improvement through proactive incident ownership and root-cause analysis. Key Responsibilities Customer Identity & Access Management (CIAM)

Administer and support the SAP Customer Data Cloud platform to manage customer identities, profiles, and consent preferences.
Troubleshoot registration, login, and social authentication flows to ensure a frictionless user experience across digital properties.
Ensure all identity-related workflows comply with global privacy regulations.

Technical Support & System Administration

Provide remote technical support to identify, troubleshoot, and resolve software and system issues across retail and digital platforms.
Access remote systems via PuTTY and WinSCP to perform diagnostics, retrieve logs, and update system files.
Utilize Linux commands and SQL (DB2, MySQL, SQL Server) to analyze system discrepancies and investigate missing data.
Support digital applications, including Same Day Delivery and mobile platforms.

Proactive Monitoring & Incident Ownership

Utilize Dynatrace for full-stack monitoring, including CPU/Memory usage , database health, and application performance.
Maintain end-to-end Incident Ownership , ensuring timely follow-ups and strict adherence to SLAs (6–9 hour targets) .
Participate in Major Incident bridges , providing technical context and ongoing updates until resolution.

Automation & Continuous Improvement

Develop automation workflows using Python and Power Automate to streamline repetitive tasks and monitoring processes.
Identify systemic, recurring issues and partner with other teams to implement permanent fixes .
Drive the improvement of Mean Time to Resolve (MTTR) metrics in alignment with fiscal year performance targets.

Requirements

Education: Bachelor’s degree in IT, Computer Science, or a related field.
Operating Systems: Proficiency in Linux (file permissions, process handling, environment variables).
Databases: Ability to write ad-hoc SQL queries for troubleshooting and data validation.
Tools: Experience with Dynatrace , PuTTY , WinSCP , and Jira .
Technical Knowledge: Understanding of XML , API integrations .
Communication: Excellent written and verbal English skills for documentation and incident bridges.

Nice to Have

Automation: Experience with Python , Power Automate , or Power BI .
Retail Tech: Familiarity with Point-of-Sale (POS) systems.
CIAM Expertise: Hands-on experience with SAP Customer Data Cloud , specifically in managing user schemas and authentication flows.