Experienced Support Engineer - Devops

Position Responsibilities:

• Understanding customer requirements and project KPIs.

• Analyzing and troubleshooting complex issues, documenting findings and resolutions for support reported on customer-facing environments (Production and UAT).

• Responding to and resolving tickets and calls from Tier 1 and Tier 2 support teams, while proactively improving their ability to resolve requests by enhancing knowledge base documentation.

• Conducting thorough investigations to identify root causes of customer-impacting and recurring issues, using an automate-first approach.

• Collaborating with development teams to implement permanent fixes and improvements.

• Monitoring application performance and system health using appropriate tools.

• Proactively identifying potential issues and implementing preventive measures.

• Maintaining and updating technical documentation, including troubleshooting guides and knowledge base articles.

• Working closely with cross-functional teams, including development, QA, and DevOps, to ensure seamless application performance.

• Meeting or exceeding defined KPIs for incident resolution time, customer satisfaction, and documentation accuracy.

• Being available on an on-call basis for urgent support requests, with flexible hours to accommodate rotational 24x7 on-call support and meetings with the India/US team.

• Supporting primarily first shift, but requires flexibility for urgent issues.

• During periods where production support activity is not required, supporting as a member of the Virtual Airplane DevOps team and contributing to the following types of tasks:

• Designing and building scalable, reliable, and high-performance systems and environments.

• Designing and implementing both continuous integration and continuous delivery (CI/CD) pipelines.

• Designing and building application and services monitoring solutions and services.

• Developing reusable and scalable infrastructure and platform code to automate the creation and deployment of Virtual Airplane products to commercial training customers.

• Monitoring the health of the application and environment and resolving all system and environment issues.

• Effectively contributing to building the overall knowledge and expertise of the technical team.

• Identifying and deploying cybersecurity measures by continuously performing vulnerability assessment and risk management.

• Striving for continuous improvement and building continuous integration, continuous development, and constant deployment pipeline (CI/CD Pipeline).

• Mentoring and guiding team members.

• Monitoring and measuring customer experience and KPIs.

• Managing periodic reporting on the progress to the management and the customer.

Employer will not sponsor applicants for employment visa status.

Basic Qualifications (Required Skills/Experience):

• A Bachelor’s degree or higher in Engineering is required as a BASIC QUALIFICATION.

• 7+ years of work experience supporting software applications as a Site Reliability Engineer or DevOps Engineer role, with a focus on Tier 3 support.

• Experience automating and troubleshooting application deployments using CI/CD pipelines (Azure DevOps Tool Suites along with Azure Pipelines and Portal).

• Experience working on Linux-based infrastructure.

• Excellent understanding of Ruby, Python, Perl, and Java.

• Configuration and managing databases such as MySQL, PostgreSQL, and MongoDB.

• Excellent troubleshooting skills.

• Working knowledge of various tools, open-source technologies, and cloud services.

• Awareness of critical concepts in DevOps and Agile principles.

• Experience working in developing services (sync and async) using Microservices Architecture and Design patterns.

• Experience working in developing and deploying in Azure Cloud using its PaaS services.

• Experience working with Azure functions.

• Experience in working with SQL Databases with the ability to model and write Stored Procedures.

• Experience in working with any one of the NoSQL Databases – Preferab