Operations Developer

About Phaedon, LLC

At Phaedon, we are revolutionizing how companies engage with their audiences and are passionate about sparking participation to drive growth for both our clients and our employees. Phaedon is a data-driven, tech-enabled marketing organization with a breadth of capabilities that go beyond our competitors and redefine traditional industry archetypes. We have a history of delivering game-changing results for notable brands across advanced analytics, loyalty technology and services, marketing communications, and experience transformation to bring intelligent imagination and solve our clients’ biggest business and brand challenges. And every role at Phaedon has an integral part to play in fulfilling this vision.

Position Summary:

The Operations Developer plays a crucial role in ensuring the stability, reliability, and continuous improvement of our platform through effective incident management, triage, and change management processes. The Operations Developer will be responsible for providing 24x7 on-call support, conducting Root Cause Analyses (RCAs), and collaborating with various teams to implement necessary changes and enhancements. Additionally, the role involves generating comprehensive reports to provide insights into platform operations and collaborating closely with client operations teams, product architecture, and platform solutions to ensure seamless disaster recovery planning and execution. The ideal candidate will possess excellent communication skills, a proactive mindset, and a passion for ensuring the continuous operation and optimization of our platform to meet the evolving needs of our clients and stakeholders. 

Role Objective:

• Ensure smooth incident management and triage processes to maintain the stability and reliability of the platform. 
• Generate comprehensive reports to provide insights into platform operations and identify areas for improvement. 
• Collaborate with various teams to implement necessary changes and enhancements to improve platform performance and reliability. 
• Assist with facilitating effective change management processes to minimize disruptions and ensure seamless transitions. 
• Take ownership of operational tasks to guarantee the continuous operation of the platform. 

Essential Duties/Responsibilities:

• Provide 24x7 on-call support, manage tier 1 operations and escalating issues when required. 
• Author Root Cause Analyses (RCAs) and conduct retrospectives for Sev 1 and Sev 2 incidents. 
• Address and resolve tickets escalated from client operations teams, forwarding complex issues to the appropriate teams for resolution. 
• Monitor the health of the platform and implement necessary measures to ensure its stability. 
• Develop new dashboards, monitors, and alerts to enhance platform performance. 
• Work closely with client operations teams, DevOps, and product architecture on documentation. 
• Generate monthly Operations reports and bi-monthly reports on SSL certificate expiration. 
• Provide insights based on operational reports to improve platform performance. 
• Manage OpsGenie configuration and escalation trees. 
• Facilitate audit requests and support security reviews, such as SOC Audit Compliance. 

Basic Qualifications:

• Proficient in incident management and triage procedures, with experience in providing 24x7 on-call support and escalating issues as necessary. 
• Capable of conducting Root Cause Analyses (RCAs) and retrospectives for incidents, as well as performing simple maintenance coding. 
• Skilled in monitoring platform health and creating new dashboards, monitors, and alerts using tools like Grafana/AppDynamics/Splunk/Elastic/Cloudwatch. 
• Ability to collaborate effectively with multiple cross functional teams for planning and execution. 
• Flexible and willingness to learn and adapt to new technologies. 

Preferred Skills:

• Experience with Windows and Linux server infrastructure. 
• Operational AWS experience. 
• Corporate license management. 
• Familiarity with Git, Jira, and Confluence 
• Experience working in an AGILE Kanban methodology 

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