Key responsibilities:

• Work closely with both technology and business units to ensure timely analysis and resolution of issues raised in these businesses on a day to day basis.
• Innovate and develop products and tooling for toil reduction, risk reduction and automating the manual workflows
• Supporting core infrastructure of EMM platform
• Proactively identify areas for stability improvement in the software/hardware stack as well as operational processes.  Continuously collaborate and partner with various technology teams to improve system, flow and environments 
• Identify and drive incidents resolutions and proactive follow-ups to issues 
• Support application supportability model / on-boarding of new businesses, Clients and applications to the platform 
• Ensure resiliency of the platform through managed DR/SR/HA events, including documentation of PROD/DR environments and recovery processes on regular basis.  Identify and partner with engineering and development teams to eliminate single points of failure in the environment 
• Candidate needs to be familiar with ITIL support methodologies and concepts (Change, Incident, Problem, Event, Configuration management etc) and have a proven track record of achieving the above in prior roles. 

Tech skills:

• Linux administration and host performance tuning, with Perl/Unix Shell Scripting
• Experience working in a SaaS environment
• Understanding of Network. Load Balancing
• Experience supporting public/private cloud based applications.
• Python/Unix Shell Scripting
• Understanding of Cloud and Container Technology – Dockers, Kubernetes, Cloud Foundry
• Background knowledge of Monitoring software - Geneos, Splunk, Thousand Eyes, SevOne, Corvil, Service Now and Open Source

Soft Skills :

• Strong written and verbal communication skills 
• Problem solving skills - natural inclination towards problem resolution.  Ability to understand complex component/system/service interactions and look for causes and provide solutions. 
• Self-driven, good initiatives and ability to think proactively 
• Customer Service Orientation - build positive working relationships with customers at all times providing realistic information and managing their expectations 
• Teamwork and co-operation - Ability to gel and work in a team oriented environment 

Additional Information:

• Weekend and out of hours work could be required. Coverage will include non-business hours, which may result in evening and weekend support remotely or onsite goals