Full-Time Operations Engineer
Job Description
Operations Engineer
Overview:
The Operations Engineer receives requests for problem escalation from product support staff, service alerts from monitoring systems, or reports from internal staff. The engineer determines the severity of issues (triage), prioritizes issues, performs diagnosis of system and software components to identify root cause, and takes or recommends corrective action for resolution.
Issue triage includes reproducing errors (product use, data issue, connectivity issue, and/or application malfunction), collecting detailed application and system information and, if necessary, escalating to database or application development staff.
Diagnosis includes checking monitoring systems, basic network and application health assessment, operating system level checks, examining application, database and system log files, exercising various applications, and examining system configuration and database contents.
Corrective action includes the use of application tools to correct configuration and deployment problems, restarting of services, updating application databases, processing incomplete transactions, thoroughly documenting issues and their resolution, and creating systems/software change requests using Tracking and Workflow tools, email and other office productivity tools.
The Operations Engineer is highly comfortable working with diverse web-based applications, particularly course or learning management systems.
The Operations Engineer communicates with product support staff and may occasionally communicate directly with sales staff and customers. The engineer will work with other Operations team members, systems and database administrators, software engineers/QA, technical product managers and vendors to clearly state problems, troubleshoot, diagnose and/or resolve complex technical issues. The engineer also works with product management teams to provide advice on critical enhancements for reliability of Pearson software and communicates details of product/platform releases to the Operations team.
This position requires participation in On-Call rotation
Responsibilities:
● Working with diverse web-based applications and learning management systems in a production, mission critical environment diagnosing complex user, application and/or systems problems.
● Acquiring a deep understanding of Pearson platform applications at the operational level to become the subject matter expert for other departments including product management, engineering, product support and others.
● Responding to unplanned incidents and developing means to reduce downtime and minimize customer impact. This position requires participation in On-Call rotation.
● Working with various teams to prepare for supporting new and/or highly integrated products and platforms.
● Writing excellent documentation to enable other team members and to aid new hire training to easily learn and support our platforms.
● Monitoring the daily operations of the enterprise application environment by analyzing information and recommending short and long term resolutions to issues including the creation and maintenance of scripts and automation tools.
PRIMARY RESPONSIBILITIES:
● Working with diverse web-based applications and learning management systems in a production, mission critical environment diagnosing complex user, application and/or systems problems
● Acquiring a deep understanding of Pearson applications at the operational level to become the subject matter expert for other departments including product management, engineering, product support and others
● Responding to unplanned incidents and developing means to reduce downtime and minimize customer impact
● Providing application upgrade service and assistance to internal and external customers
● Providing server configuration and rebuild assistance to internal and external customers
● Working with various teams to prepare for supporting new and/or highly integrated products and platforms
● Documenting and communicating issue resolutions and instructions in clear concise language for international customers and business partners
● This position may require participation an On-Call rotation
● Participating in disaster recovery / business continuity planning
Qualifications:
● 3-5 years experience, B.Sc in computer science or other similar kind of desclipine
● Experience in writing SQL queries and understanding of relational database concepts
● Strong knowledge of Windows server 2003, 2008 and 2012
● Strong knowledge IIS version 6 and up
● SQL server 2005 and up
● Knowledge of Oracle Database Management
● Knowledge of asset management systems (Currently Kace)
● MSI installer
● Previous experience supporting Web-based applications
● RDP, VPN and FTP knowledge
● Previous experience with Salesforce
● Ability to document and communicate issue resolutions and instructions in clear concise language for international customers and business partners
● Ability to effectively multi-task on a variety of daily work assignments in a challenging, fast-paced work environment
● Excellent business communication, organizational and time management skills
● Experience with documentation of complex issues, processes, and procedures
● Strong analytical and problem-solving skills with ability to think outside the box
● Ability to understand and clearly explain technical issues to both technical and non-technical audiences - Strong team player with the ability to work independently
● Motivation to learn and share expertise of new skills and technologies
● Ability to resolve support issues are in a timely and efficient manner
● Knowledge of various computer systems (tools, services, software, etc.)
How to Apply
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