Senior SaaS Operations Engineer
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Job Location:
Kuala Lumpur - Malaysia
Monthly Salary:
Not Disclosed
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
Description
Senior SaaS Operations Engineer
About Us:
At Sitecore our mission is to simplify how brands reach engage and serve people by delivering intelligent personalised digital experiences that connect the world. Weempower the worlds most iconic brands to build lifelong relationships with theircustomersseamlessly smartly and at scale.
As the leading provider of agentic digital experience software Sitecore brings togethercontent commerce and data into one composable platform that enables brands todeliver millions of meaningful adaptive experiences every day. Trusted by globalleaders such as American Express Porsche Starbucks and LOréal Sitecore helpsbrands transform engagement through experiences that are not only personalised butpredictive and dynamic.
Our foundation is our peoplea diverse passionate and collaborative global team spanning over 25 countries. We believe that every experience matters and that belief starts with how we work together.Our valuesguide how we lead innovate and connect. They are the behaviours that bring our mission and vision to life every day in every interaction.
As we continue to evolve we are actively cultivating AI skills across our teams to unlocknew levels of creativity efficiency and insight. From engineering to customerexperience AI capabilities are becoming integral to how we design build and deliverthe next generation of digital experiences.
Learn more at .
About the Role/ The Opportunity:
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.
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 for 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.
What Youll Do:
- Execute standardized services from our service catalogue without supervision
- Execute non-standard changes based on level of expertise and prior experience
- Dispatch and check status of open service requests
- L2 Incident handling based on existing troubleshooting guidelines and out of the box troubleshooting capabilities.
- Actively participate in the incident management process and provide suggestions to improve work quality.
- Contribute to root cause analyses and participate in technical calls with customers.
- Initiate collaboration with other engineering teams to deblock service delivery or incident resolution
- Application and infrastructure deployment and maintenance services
- Track infrastructure project progress in collaboration with Manager SaaS Operations Delivery
- Make improvements to runbooks and/or create new runbooks under supervision of the Manager SaaS Operations Delivery
- Mentorship of the Junior SaaS Operations Engineers
What You Need to Succeed
- More than 3 years of experience with Linux and understanding of Linux based software stacks.
- Experience as an L1 or L2 support engineer with at least two additional certifications in Linux AKS Elastic or Redis.
- 2-3 Years proven track record in Azure and/or AWS cloud technologies.
- 2-3 Years experience with NoSQL databases like Redis Elastic Search etc.
- 2-3 Years experience in containerization and microservices technologies.
- 1-2 Years experience with GitOps tooling.
- Microsoft Azure Administrator (AZ-104) Certification.
Additional Skills That Could Set You Apart:
- Kubernetes administration knowledge hands-on experience with Kubernetes package management using Helm/Helm Charts will be a plus.
- Hands-on experience with ITSM tools like Jira Service Desk Service Now etc.
- Knowledgeable about on-call management tools like OpsGenie PagerDuty etc.
- Knowledgeable about Infrastructure automation frameworks like Ansible Terraform etc.
- Knowledgeable about monitoring technologies.
- Independent and out of the box problem solving and troubleshooting skills.
- Excellent written and spoken knowledge of English.
- Focused on customer success be a team player and attention to detail.
Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race color ancestry religion gender national origin sexual orientation age citizenship marital status disability veteran status or any other local legally protected characteristic.
Required Experience:
Senior IC
Key Skills
About Company
Sitecore connects content, data, and personalization in one AI-powered platform. Move faster, work smarter, and create experiences that redefine what’s possible.
