IT Operations & Digital Support Engineer

The Role:
The Digital Support Engineer is responsible for delivering high-level technical support across the companys digital ecosystem ensuring the reliability performance and security of mobile applications web platforms and customer identity workflows. The role owns incident resolution end-to-end drives proactive monitoring and automation initiatives and continuously works toward improving operational stability and reducing MTTR.
This is a 100% remote position with rotating shifts based on operational needs.

Responsibilities:

• Administer and support the SAP Customer Data Cloud (CIAM) platform to manage customer identities profiles and consent preferences.

• Troubleshoot customer registration login and social authentication flows to ensure a seamless user experience across digital properties.

• Ensure all identity and access workflows comply with global data privacy and security regulations.

• Provide remote technical support to identify troubleshoot and resolve software and system issues across retail and digital platforms.

• Access and manage remote systems using PuTTY and WinSCP to perform diagnostics retrieve logs and update system configurations.

• Utilize Linux commands to manage file permissions processes and environment variables during investigations.

• Execute ad-hoc SQL queries on DB2 MySQL and SQL Server databases to investigate data inconsistencies and missing records.

• Support digital applications including Same Day Delivery platforms and mobile applications.

• Utilize Dynatrace for full-stack monitoring including application performance CPU and memory usage and database health.

• Maintain full incident ownership from detection through resolution ensuring adherence to defined SLAs (69 hour targets).

• Participate in Major Incident bridges providing clear technical context progress updates and resolution status.

• Develop automation workflows using Python and Power Automate to streamline monitoring alerting and repetitive operational tasks.

• Identify recurring systemic issues and collaborate with cross-functional teams to implement permanent corrective actions.

• Drive continuous improvement initiatives focused on reducing Mean Time to Resolve (MTTR) and improving platform stability.

Requirements:

• Bachelors degree in Computer Science Software Engineering or a related field.

• Minimum of 4 years of experience in a technical support digital operations or system support engineering role.

• Strong proficiency in Linux operating systems including process handling file permissions and environment variables.

• Ability to write and execute ad-hoc SQL queries for troubleshooting and data validation purposes.

• Hands-on experience with monitoring and observability tools preferably Dynatrace.

• Experience using PuTTY WinSCP and Jira for system access diagnostics and incident tracking.

• Solid understanding of XML structures and API integrations.

• Experience supporting digital and mobile platforms in a production environment.

• Familiarity with automation tools such as Python Power Automate or Power BI is considered a plus.

• Knowledge of retail technologies and Point-of-Sale (POS) systems is a plus.

• Hands-on experience with SAP Customer Data Cloud (CIAM) including user schema and authentication flow management is a strong advantage.

• Ability to work in a rotational schedule supporting a 16-hour daily digital coverage window 7 days per week.

• Excellent English communication skills both written and verbal for documentation and incident management.
  
  
  C - - DG
  

Wakapi Web