SaaS Operations Engineer (IGT1 Lanka: Sitecore)
SaaS Operations Engineer (IGT1 Lanka: Sitecore)
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Job Description
About the role:
You will be working directly with the production systems behind all Sitecore SAAS offerings and will be executing SAAS operations required for end-to-end service delivery to our customers and resolve incidents as a level 2 support engineer.
You will be coached in these efforts by a technical lead.
You will collaborate with global colleagues from the SAAS operations team as well as with colleagues from level 1 and level 3 support.
As a member of the team providing Sitecores global 24/7 coverage your work hours and schedule may vary according to the companys needs and in compliance with local legal requirements and you may be required to work hours or shifts outside your regular schedule. You will be paid any overtime or additional compensation or offered time off in lieu to which you may be entitled based on your work hours in accordance with applicable law and company policy.
Key Responsibilities:
- Execute standardized services from our service catalogue without supervision
- L2 Incident handling based on existing troubleshooting guides
- Play an active role in the incident management process
- Contribute to root cause analysis effort
- Reply to customer requests via ticketing tool
- Application and infrastructure deployment and maintenance services
- Monitoring and event management
- Collaborate with other engineering teams to deblock service delivery or incident resolution
- Can be counted on to delivery qualitative work
- Make improvements to runbook under supervision of the Manager SaaS Operations Delivery
Qualifications :
Preferred Skills and Experience:
- Microsoft Azure Fundamentals (AZ-900) Certification
- At least 1 more certification in Linux AKS Elastic or Redis
- 1-2 Years proven track record in Azure and/or AWS cloud technologies
- 1-2 Years experience with NoSQL databases like Redis Elastic Search Mongo DB etc.
- 1-2 Years experience in containerization and microservices technologies
- 2-3 Years of experience with Linux and understanding of Linux based software stacks
- Hands-on experience with ITSM tools like Jira Service Desk Service Now etc.
- Knowledgeable about on-call management tools like OpsGenie PagerDuty etc.
- Bachelors degree preffered
- Experience as an L1 or L2 support engineer
- Out of the box problem solving and troubleshooting skills
- Excellent written and spoken knowledge of English
- Focused on customer success
- Be a team player
- Attention to detail
Additional Information :
We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles while also valuing inclusive workplace experiences. By fostering a sense of community we drive innovation strengthen connections and nurture belonging. Our commitment ensures you can work in a way that suits you best while also engaging with colleagues to share ideas and build meaningful relationships. #Li-Hybrid
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
