Senior Managed Services Engineer
WhiteSky Labs
Metro Manila / NCR, PH
4d ago
source : Monster

The WhiteSky Labs Managed Services vision is to recognized as the global leader in the operational management of MuleSoft Production systems.

  • Our MuleSoft technical capability and platform management experience will be second to none. The Senior Engineer role supports this vision by providing the Managed Services Team with the technical leadership and expertise needed to effectively manage our customersâ€
  • 153; solutions deployed on the MuleSoft Platform and improve the service we deliver over time.

    The Senior Engineer will provide MuleSoft technical leadership in Managed Services and will work collaboratively with other Senior Engineers to provide a world-class technical capability for Managed Services.

    With a continuous improvement mindset to the technical solutions we use to support a customer platform, the Senior Engineer will strive to enhance solutions we use across holistic customer environment monitoring, application analytics and customer reporting, as well as identifying and implementing improvements in all other areas of the service.

    This will include building Proof-of-Concept or Pilot solutions, demonstrating the benefits, then developing these through to operational solutions.

  • The Senior Engineer will own the technical outcomes for 1-5 Managed Services customers, ensuring we ‘do what we sayâ€
  • 153; and meet our contract obligations from a technical perspective. The Senior Engineer is responsible for ensuring that the appropriate solutions exist for each customer environment for knowledge management, release management and problem management.

    Where these solutions are lacking, the Senior Engineer will devise and implement improvements to ensure technical excellence is achieved for this customer.

    The Senior Engineer will be an escalation point for complex issues and will own the resolution of High Severity Incidents within the Service Level agreed for their customers.

    Their responsibility may include direct involvement in the troubleshooting and resolution process or technical coordination of other Engineers in how to execute the troubleshooting and resolution process.

    Duties and Responsibilities

  • Provide MuleSoft technical expertise to the Managed Services Team - technical vision, technical know-how, complex incident resolution and technical best practice.
  • Design, develop, deploy and enhance Managed Services solutions used across holistic customer environment monitoring, application analytics and customer reporting to deliver a proactive and transparent service.
  • Build Proof-of-Concept or Pilot solutions, demonstrating the benefits, then transition to operational solutions.

  • Own the technical outcomes for 1-5 Managed Services customers, which ensures our technical contractual commitments are achieved, e.
  • g. Service Level Agreement for resolution times are met.

  • Own the Managed Services technical solutions for 1-5 Managed Services customers, ensuring the solutions are appropriate, eg Knowledge Management solutions.
  • Where these solutions are lacking, the Senior Engineer will devise and implement improvements to ensure technical excellence is achieved for this customer.

  • Own and implement a maintenance and improvement backlog for 1-5 Managed Services customers, potentially refactoring solutions to deliver value for money by continually improving their existing solutions and the service we provide.
  • Own and run the monthly Managed Services meeting for 1-5 Managed Services customers via conference call, ensuring production of the monthly report prior to the meeting.
  • Troubleshoot and resolve via fix or workaround complex customer Incidents that require Senior Engineer assistance. Where these solutions are not yet defined in the Managed Services knowledgebase, identify effective fixes, deploy and document.
  • Lead the resolution of High Severity Incidents within the Service Level agreed for their customers. This may include direct involvement in the troubleshooting and resolution process or technical coordination of other Engineers in how to execute the troubleshooting and resolution process.
  • When required, assist in the execution of the Managed Services ITIL Framework, eg Incident, Problem Service Request and Change Management processes.
  • As a Senior Member of a team, work closely with Managed Services Team Lead to ensure all contractual outcomes are achieved, including non-technical.
  • Highlight risks and issues to achieving outcomes, where identified.

  • As a Senior Member of a team, assign tasks to other Engineers in the team suitable to their skill level and the complexity of work to help build capability.
  • Take accountability and ownership of assigned tasks to meet commitments to customers
  • Where required, address alerts, manage tickets and incidents using Managed Services tools, to ensure ticket accuracy and completeness.
  • Where required, ensure effective hand-over of Incidents to the Senior Engineer in the next shift.
  • Where required, participate in Managed Services pre-sales task, providing technical capability consultation.
  • Lead the technical aspects of the Managed Services customer On-Boarding process, ensuring all technical pre go-live tasks are actioned.
  • Contribute to Managed Services policies, procedures and artefacts such as MS Runbook and / or Knowledge Base and implement best practice changes and / or enhancements.
  • Technical mentor to other Managed Services Engineers, providing guidance to build their MuleSoft technical knowledge, how to troubleshoot and resolve complex IT problems and show how to structure their workday to effectively manage their workload.
  • Continuous improvement - Automate solutions to remove manual effort, build tools to assist in troubleshooting and resolving complex issues in less time.
  • Document Root Cause Analysis for complex issues, ready for release to customer.
  • Willingness to be flexible in standard working hours
  • Required Skills

  • 7-10+ years of overall IT experience with a bachelor’s degree in CS or equivalent.
  • Proven experience Java EE framework (eg. Spring), preferably backend type.
  • Strong Java developer background and understanding of integration principles.
  • Hands-on experience with exposing web services (SOAP and / or REST).
  • Strong RDBMS / SQL or exposed to other messaging protocol (JMS, FTP, SMTP).
  • Used any version control system (e.g., TFS, SVN, CVS, Git, Mercurial) with configuration management, release and deployment experience.
  • Proven ability to diagnose and troubleshoot complex application problems and leverage tools and resources appropriately to identify solutions that may or may not be already documented.
  • Ability to coach and mentor other Engineers.
  • Experienced in documenting Root Cause Analysis for complex problems.
  • Ability to prioritise workloads with multiple conflicting deadlines and manage unexpected high importance problems.
  • Ability to build and maintain strong relationships team members, customers and 3rd parties.
  • Excellent communication skills.
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