Senior IT Support Engineer
A Day in The Life Typically Includes :
Work across one or more shifts in a 24x5x365 operational team (on-call on weekends), whose primary function is to drive critical incidents (P1) impacting services to global external customers.
Manage outages, driving and coordinating resolution, including calls, escalation and notification to all senior and executive stakeholders across the company, as well as coordinating all incident support activities.
Ensure that Incidents records are fully documented both during and after the Incident, including gathering and recording the full incident timeline of events.
Management and coordination of the company’s consolidated maintenance which happens on a monthly basis
What You Will Need :
Experience running major Incidents in a large, complex enterprise environment.
Has 5+ years of experience in Service Helpdesk Support
Driving complex problems with information technology software and hardware to resolution through the collaboration with different support teams
Extensive technical experience a strong individual contributor role in other application or infrastructure organization.
Knowledge on the Amazon Web Services (AWS) platform
Ability to coordinate a large group of technical contributors during high severity incidents and retain control of fast-paced conference calls.
Ability and confidence to act with decisive confidence and exercise influence over a wide range of individuals at all levels of technical & business leadership.
Ability to multi-task and make sound judgments in a fast-paced, high stress environment.
Technical breadth to be able to ask the right questions, collect the responses and set actions based on information also to challenge information if the response does not fit the situation.
Effectively communicating the status of critical incidents to executive management and external customers.
Proficiency in technology tools both internal tools and off the shelf tools (ex. ServiceNow, PagerDuty, and StatusCast)
Willing to do night shift schedule
What Will Put You Ahead?
Excellent English communication skills
Has scripting knowledge such as Bash and Shell scripts