An Operations Centre operates 24/7, like the vigilant heartbeat of a sophisticated digital world. Picture it as a high-tech control room where experts watch the inner workings of a complex system called Sophos infrastructure. If you aspire to join a successful IT team, starting your journey at such an Operations Centre is like stepping into the nerve center of IT excellence. It is where dedicated professionals work around the clock to ensure digital systems smooth functioning and security. Being a part of this dynamic environment means you are at the forefront of safeguarding digital landscapes, making it an excellent starting point for anyone aspiring to contribute to a top-notch IT team.
OC DevOps Engineer will be responsible for delivering the infrastructure to provide Sophos customers with customer-facing systems and cloud services. This includes monitoring the systems as part of a rotational 24/7, resolving issues, and following defined escalation paths.
What you will do
Participate in a rotational schedule, ensuring 24/7 coverage, including weekends, to deliver timely and reliable support.
Offer initial support for reported incidents or those identified through vigilant monitoring efforts.
Collaborate closely with L2 and L3 support teams to address and resolve issues efficiently.
Contribute to Root Cause Analysis (RCA) activities for issue detection and resolution improvement.
Adhere to standard operating procedures while monitoring Infrastructure Services/Systems.
Promptly acknowledge alerts and efficiently triage incidents through established processes.
Apply documented first-level resolution procedures and follow escalation protocols for incidents.
Serve as the primary point of contact for various Business Units, ensuring effective communication and support.
Proactively identify application anomalies and escalate issues to the appropriate teams.
Exhibit strong collaboration skills across business units, effectively communicating operational or technical issues and coordinating upcoming changes in the environment.
What you will bring
1 to 2 years of practical experience in hands-on utilization of cloud computing, networking, storage, and database systems, with a preference for expertise in AWS.
Demonstrate proficient technical expertise in Amazon Web Services (AWS)
Experience working in systems administration with Linux and Windows.
Experience in IT Service Management tools such as ServiceNow and Jira.
Basic knowledge of infrastructure deployment and automation
Familiarity with container management tools like Docker and Kubernetes (K8s), indicating a grasp of modern application deployment practices.
Understanding and hands-on experience in troubleshooting network connectivity issues, including a grasp of DNS and DHCP protocols.
Apply knowledge of ITIL processes specifically Incident Management, Problem Management, and Change Management to contribute to a well-organized and effective IT framework.
Utilize monitoring tools such as CloudWatch, Logic Monitor, New Relic, Logz.io , and Grafana.
Understanding of one of the scripting languages, particularly Terraform and Python, to automate and enhance processes.
Familiarity with networking concepts, including TCP/UDP and OSI Layers.
Show adaptability to modern technologies, staying abreast of advancements in the ever-evolving tech landscape.
Communicate effectively both verbally and in writing, ensuring clear and concise information exchange.
Handle critical incidents with composure and efficiency, promptly troubleshooting and resolving them.
Proactive mindset for self-development, staying current with industry trends and continuously expanding technical skill sets.
Proficient understanding of cloud-native monitoring and alerting platforms, showcasing a solid foundation in cloud technology.
