Job Description :

We are looking for a proactive and customer-focused DevOps Support Engineer to support engineering teams by ensuring the smooth operation of developer platforms, CI/CD tools, source code repositories, identity management systems, and AI-powered developer tools.

The ideal candidate will troubleshoot technical issues, manage user access, maintain platform reliability, and provide timely support to developers while ensuring adherence to service levels and operational best practices.

Key Responsibilities :

Developer Platform Support :

- Provide technical support for developer tools, including GitHub Enterprise, Jenkins, Git, JFrog Artifactory, Docker, and related engineering platforms.

- Troubleshoot build, deployment, repository, authentication, and access-related issues.

- Support developers with onboarding, configuration, and day-to-day usage of engineering tools.

GitHub Enterprise Administration :

- Manage organizations, repositories, teams, and user access.

- Configure and maintain Personal Access Tokens (PATs), Single Sign-On (SSO), repository permissions, and branch access controls.

- Administer GitHub Copilot licensing and user provisioning.

- Coordinate GitHub Enterprise synchronization with Okta.

CI/CD & Jenkins Support :

- Create and maintain Jenkins jobs and pipelines.

- Manage Jenkins agents, system services, webhooks, and email notifications.

- Troubleshoot build failures, agent connectivity, and pipeline execution issues.

- Support Jenkins Job Management (JJM) and Jenkins Shared Automation (JSA) processes.

Source Control & Artifact Management :

- Resolve Git-related issues, including SSH key configuration, credential management, cloning, checkout, merge conflicts, and repository access.

- Support Gerrit workflows where applicable.

- Administer JFrog Artifactory repositories, user permissions, Docker registries, and artifact access.

Identity & Access Management (IAM) :

- Manage user provisioning, de-provisioning, and access requests through Okta, LDAP, and SSO.

- Troubleshoot authentication issues, account lockouts, repository permissions, and access synchronization.

- Ensure secure and compliant identity management practices.

Linux & Infrastructure Support :

- Support Linux/Unix environments, including systemd services, NFS mounts, user/group administration, and shell scripting.

- Perform basic infrastructure troubleshooting related to developer platforms.

- Assist with Docker image pulls, registry configuration, and proxy repository management.

AI Developer Tools Support :

- Provide user support for AI-powered developer tools such as GitHub Copilot, Cursor IDE, Claude Code, and Visual Studio Code.

- Assist developers with installation, licensing, configuration, and troubleshooting.

- Promote best practices for secure and effective use of AI development tools.

IT Service Management :

- Manage and resolve ServiceNow incidents, service requests, and change requests within defined SLAs.

- Maintain accurate documentation, troubleshooting guides, and knowledge base articles.

- Escalate complex issues to engineering or platform teams when required.

- Monitor recurring issues and recommend process improvements.

Required Technical Skills :

- GitHub Enterprise : Organization management, repository administration, PAT tokens, SSO, GitHub Copilot, repository permissions, Okta synchronization.

- Jenkins : Job creation, pipeline support, agent management, webhooks, email notifications, JJM, JSA.

- Git : SSH keys, credential management, gitconfig, cloning, checkout troubleshooting, Gerrit.

- JFrog Artifactory : User management, repository administration, Docker registry configuration, permissions.

- Docker : Image management, registry configuration, Artifactory proxy repositories.

- Linux/Unix : systemd, shell scripting, NFS, user/group management, LSF fundamentals.

- Identity & Access Management : Okta, LDAP, Single Sign-On (SSO), access provisioning.

- AI Developer Tools : GitHub Copilot, Cursor IDE, Claude Code, Visual Studio Code.

- ITSM : ServiceNow incident management, request fulfillment, knowledge base documentation.