Senior SaaS Operations Engineer (IGT1)

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 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 the applicable law and company policy.

Key Responsibilities:

• 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 both on existing troubleshooting guides and out of the box troubleshooting capabilities
• Play an active role in the incident management process
• Contribute to root cause analysis efforts
• Contribute to technical calls with customers
• Initiate collaboration with other engineering teams to deblock service delivery or incident resolution
• Application and infrastructure deployment and maintenance services
• Monitoring and event management
• Track infrastructure project progress in collaboration with Manager SaaS Operations Delivery
• Make active suggestions to improve quality of the work
• Make improvements to runbooks and/or create new runbooks under supervision of the Manager SaaS Operations Delivery
• Mentorship of the Junior SaaS Operations EngineersTo be able to execute non-standard changes based on level of expertise and prior experience. 

This job requires the candidate do work for a North American Shift

Qualifications :

Required Skills & Experience

• Microsoft Azure Administrator (AZ-104) Certification
• At least 2 more certifications in either Linux AKS Elastic or Redis
• 3-4 Years proven track record in Azure and/or AWS cloud technologies
• 3-4 Years experience with NoSQL databases like Redis Elastic Search etc.
• 3-4 Years experience in containerization and microservices technologies
• 2-3 Years experience with gitops tooling
• More than 4 years of experience with Linux and understanding of Linux based software stacks
• Kubernetes administration knowledge
• Hands-on experience with ITSM tools like Jira Service Desk Service Now etc.
• Knowledgeable about on-call management tools like OpsGenie PagerDuty  etc.
• Experience as an L1 or L2 support engineer
• 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
• Attention to detail

Additional Information :

We champion flexibility and hybrid work options to support varying lifestyles and personal needs. At the same time we value the power of in-person collaboration to build community spark innovation and strengthen connections. Our approach ensures you can work in ways that suit you best while still engaging with colleagues to share ideas and grow together. #LI-Hybrid #LI-DNP 

Remote Work :

No

Employment Type :

Full-time