Purpose:

This role is responsible for maintaining the service-level agreement critical production platforms or products and providing automated operations to ensure the service to our clients is always of the best quality.

Key Missions

• Hardens platforms or products before and after they go live by reviewing their design, security, and implementation, tuning configuration as well as developing auxiliary tools and necessary monitoring of critical health indicators
• Maintains platforms or products after going live by measuring and monitoring their availability, performance, and overall system health
• Recover platforms or products during production incidents to meet targeted service-level agreements
• Performs detailed root cause analysis and conducts post-mortem analysis
• Seeks proactively for improvements of non-functional requirements and cooperates with development and product teams to improve operational aspects of platforms or products
• Participates in the Change Advisory Board and validates readiness, security, and maturity of new releases through the development, execution, and verification of automated smoke test
• Supports stakeholders by providing technical expertise when necessary
• Drives improvements in SRE across all team members with strong collaboration of SRE manager
• Coaches and mentors different teams in technical areas, and develops knowledge of related technologies (monitoring, deployment, cloud tools, etc.)
• Brings a proactive support approach, product design review, and collaboration with development team during product development
• Communicate with internal and external stakeholders during planned interventions or changes and outages

Profile & Other Information

Expert Tech Support Engineer III

Knowledge

• 4+ years of proven experience.
• Experience interacting with internal and external clients.
• Bachelor in Computer science or related, with specialization and/or Master's degree.
• Intermediate or Advanced English level (B2).
• Availability to travel.

Your mission

• Classification, debugging, mitigation, and diagnosis.
• Analysis, management, and response of cases escalated to level 2, applying internally defined procedures.
• Escalation of incidents classified at level 3, to specialized areas in the company, applying the procedure defined for this purpose.
• Elaboration of consolidated reports of attention to incidents of the project in maintenance and present it to the stakeholders interested in the management of the project.
• Monitoring of intervention plans.
• Root cause analysis/log analysis.
• Take ownership of issues and follow through to resolution.
• Follow-up on the incidents, verifying that they are resolved within the defined terms, identifying the blocking points, and seeking solutions that allow compliance with the SLAs defined for the project.
• Support the implementation and integration process, when required by the team's competencies in any integration.
• Train and guide the members of the assigned team when required.
• Propose and support improvements in the services offered.

Requirements

• Knowledge office automation (Intermediate)
• Word, Excel, PowerPoint, Visio, Outlook
• Knowledge in Installation and Configuration of LINUX operating systems (Advanced):
• RedHat, Oracle Linu, CentOS.
• Knowledge of programming (Intermediate):
• Java, C++, Python, Android (Ideal)
• Knowledge of database administration (Intermediate):
• Oracle, PostgreSQL, MySQL, SQL server.
• Knowledge in Installation and Configuration of Windows operating systems (Intermediate):
• Windows XP, Windows 7, Windows 10, Windows Server 2003, Windows server 2012, Windows server 2016, Windows server 2019.
• Knowledge of containers (Medium):
• Docker, Kubernetes.
• Script creation; (Medium):
• UNIX, Linux, Windows, SQL language, Databases.
• COTS Competencies: (Basic):
• Active Directory, Storage Management and Administration, Stored Procedure, Power VM, ESXI Virtualization, XML, SOAPUI, Tomcat, Angular, Nodejs, MULE ESB, JSON: API