JOB DESCRIPTION

Job Summary

Responsible for participating as an individual contributor in project teams, troubleshooting operational issues, providing technical solutions to operational problems, new product implementation, implementing existing products and services and the overall upkeep and maintenance of designated areas of engineering. Interfaces with vendors, engineering and peer operations organizations. Acts in compliance with industry and Company technical requirements, standards, policies and procedures. Provides technical leadership to junior Engineers and project teams. Has in-depth experience, knowledge and skills in own discipline. Integrates knowledge of business and functional priorities. Acts as a key contributor in a complex and crucial environment. May lead teams or projects and shares expertise.

Job Description

Core Responsibilities

·         Focuses mainly on the reliability and performance of applications. 

·         Drives issues through closure engaging all appropriate resources. Leads technical bridges and provides troubleshooting direction. Provides guidance and recommended solutions to complex technical issues. 

·         Acts as an advocate for Engineering Operations procedures, policies, and processes. Ensures projects are fully integrated into the operations environment including lifecycle problem management from front line CARE through Engineering.  

·         Creates data and metric systems to track operational workflows; maintains records of results and feedback. Analyzes data and metrics, identifies problem areas, and provides actionable insight to management. 

·         Provides input to Engineering and vendors on defects and required enhancements.  

·         Contributes to design considerations for new products or architectural changes to existing products.  

·         Leads the integration of projects into operations including instrumentation, automation, standardization, and methods/procedures. 

·         Does not have any direct supervisory responsibilities. May direct workflow and act as a technical lead. 

·         Consistently exercises independent judgment and discretion in matters of significance. 

·         Shows regular, consistent and punctual attendance.  

·         Other duties and responsibilities as assigned. 

·         An understanding of wider operational performance factors influenced by the underlying infrastructure workload, such as server platforms, databases and networking.  

·         A strong drive to be a ‘detective’ and understand why things are working (or not working) as they should, in other words, a passion for detail and an investigative nature. 

·         The ability to proactively diagnose problems using your holistic knowledge-set – and then get busy with coding a permanent fix, rewriting a process or working with third parties to ensure that lessons are learned and problems never recur again.  

·         A vision of automation as an opportunity to overcome scale challenges, and a flexible approach to technologies. 

·         Experience in: 

o    Cloud computing (Kubernetes, AWS, Meshes) 

o    Programming languages (Java / Python) 

o    Persistence database technologies (MySQL, Dynamo, Redis, Couchbase) 

o    Distributed systems (Clustering, GRPC) 

o    System observability (Datadog, Splunk, OpenTrace) 

o    Rest-based microarchitectures 

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.