Responsibilities

Engineer will:

• Improve monitoring, notifications, and configuration of Heatwave services.
• Perform proactive service checks and monitor/triage and address incoming system/application alerts, email, and phone calls to ensure appropriate priority and meeting service SLA response time.
• Triage and troubleshoot service impacting events from multiple signals, including phone, email, service telemetry, and alerting.
• Participate in activities for services such as upgrades and patching.
• Identify and work with engineering to implement opportunities for automation, signal noise reduction, recurring issues, and other actions to reduce time to mitigate service impacting events and increase the productivity of cloud operations and development resources.
• Coordinate, document, and track critical incidents, ensuring rapid and complete issue resolution and an appropriate closed loop to customers and other key stakeholders.
• Contribute to a healthy, supportive, and inclusive team culture.
• Provide feedback to development teams about operations administration dashboard functionality and UIs.
• Up-skill by learning new features delivered for the service in accordance with the product roadmap.
• Improve the availability, scalability, latency, ease of use, and efficiency of service control plans and operational tooling.
• Participate in service capacity planning and demand forecasting, software performance analysis, and system tuning.
• Potentially participate in regular rotations as a central part of the 24x7 operations team. This includes rotational work on weekends, public holidays, and US East timezone shifts.
• Need to be reliable in terms of working scheduled hours.
• Need to be motivated quick learners.

Desired skills include

Cloud specific skills, which are not strictly limited to:

• Familiarity with OCI or equivalent Cloud services (e.g.: IAM, Compute, Load Balancer, Object Storage, Health Monitor).

General skills for working in this operational role:

• Basic understanding of serverless cloud architecture.
• Experience with Python programming, bash scripting, and Git.
• Familiarity with MySQL database, SQL query interface, and general database concepts.
• Basic Linux system administration knowledge and experience and familiarity with Linux troubleshooting and internals.
• Familiarity with networking concepts, DevOps model.
• Work productively in a fast-paced, team-oriented Agile environment.
• Contribute to operational activities such as writing runbooks, troubleshooting, operations automation, and instrumentation for metrics and events.
• Good technical writing and communication skills. Engineers will need to be able to clearly write descriptions of operational issues and corrective actions for incidents.
• Experience with Agile methodology (Scrum or Kanban)
• Very strong analytical skills to identify problem root causes.
• Experience in collaborating with cross-functional teams like development, QA, product management, etc.
• Systematic problem-solving approach, combined with a strong sense of ownership and drive in resolving operations issues.
• Experience working under pressure to mitigate customer issues affecting service reliability, data integrity, and the overall customer experience.
• Monitoring, management, analysis, and troubleshooting of large-scale, distributed systems.
• BS/BE or MS/Mtech degree in Computer Science, Electrical/Hardware Engineering, or related field.
  • 4+ years experience delivering and operating large scale, highly available distributed systems.
• 4+ years of work experience as a software, site reliability, customer support, or cloud operations engineer.