The opportunity :

Operations Support Engineer is critical in the day-to-day operation and management of a number of client's ecommerce service(s). This role will work as part of a wider Operations team responsible for delivery and support across varying technology stacks such as legacy-hosted infrastructure and AWS.

The Operations Support Engineer will work closely with the account technical teams (Developers, SRE's, DBA's and other and SME's) and the management teams to ensure all support tasks and activities are conducted to maintain the clients service is operating smoothly.

What you'll be doing :

- To perform daily checks & a variety of support tasks within the support team

- Monitor live system telemetry and investigate any potential issues

- Pick up incidents, investigate the root cause and follow their lifecycle through to resolution

- Take a proactive approach to all incidents and problems raised

- Ensure customers are updated and tickets are managed with the correct level of information

- Interact with surrounding support teams to consult on issues and escalate to the SME's where needed

- Address a variety of ad-hoc queries and run various reports where needed.

- Always demonstrate ownership to the customer and within the team

- Data interface/scheduled job monitoring with their associated issue resolution to ensure that all systems are running issue free and jobs complete on time.

- Creating and updating runbooks for any live incidents investigated and actioned

- engage in scheduled work to undertake system upgrades & deployments

This role will require working on an on-call rota addressing issues out of hours.

What we want from you :

- Recent experience with ecommerce solutions, Salesforce Commerce Cloud, HCL Commerce or Adobe Commerce being advantageous.

- Solid Unix experience including UNIX, SOLARIS AIX, LINUX, Windows

- Unix scripting (e.g. perl and bash)

- Strong Observability experience

- Strong AWS experience

- Extensive trouble shooting experience

- Exposure to a coding language such as Java

- Experience with databases such as SQL

- Understanding of MySQL and/or SQL querying

- Exposure to frontend troubleshooting e.g. JS and CSS

- Exposure to Jenkins, terraform, or Kubernetes

- Exposure to Git, Docker

- Understanding and practical experience of ITIL or Agile Service Management best practice frameworks

- Continuous improvement

- Data driven approach

- Excellent all-round communication skills

- Good customer service skills and a good understanding of customer focus and updates

- Good time manager and able to multi-task

- Excellent delivery focus and commitment

- Team player, able to learn/adapt quickly and take responsibility

If you know some of this, even better :

- Ecommerce platforms such as HCL Web Commerce v9 +, Magento 2, Shopify, Big Commerce,

- FTP/SCP familiarity

- Exposure to ITIL to include incident and problem management is beneficial