• Sri Lanka

Job Description:

Associate Lead - Operations Engineer - ( 1912453 )

Description

Senior Operations Engineer JOB SUMMARY

The Sr Operations Engineer receives requests for problem escalation from product support staff, service alerts from monitoring systems, or reports from internal staff The engineer determines the severity of issues (triage), prioritizes issues, performs diagnosis of system and software components to identify root cause, and takes or recommends corrective action for resolution

Issue triage includes reproducing errors (product use, data issue, connectivity issue, and/or application malfunction), collecting detailed application and system information and, if necessary, escalating to database or application development staff

Diagnosis includes checking monitoring systems, basic network and application health assessment, operating system level checks, examining application, database and system log files, exercising various applications, and examining system configuration and database contents

Corrective action includes the use of application tools to correct configuration and deployment problems, restarting of services, updating application databases, processing incomplete transactions, thoroughly documenting issues and their resolution, and creating systems/software change requests using Tracking and Workflow tools, email and other office productivity tools

The Sr Operations Engineer is highly comfortable working with diverse web-based applications, particularly course or learning management systems

The Sr Operations Engineer communicates with product support staff and may occasionally communicate directly with sales staff and customers The engineer will work with other Operations team members, systems and database administrators, software engineers/QA, technical product managers and vendors to clearly state problems, troubleshoot, diagnose and/or resolve complex technical issues The engineer also works with product management teams to provide advice on critical enhancements for reliability of Pearson software and communicates details of product/platform releases to the Operations team

This position requires participation in On-Call rotation

SCOPE AND IMPACT OF JOB

Supervisory responsibilities The Sr Operations Engineer will fulfill a leadership role by reviewing work, managing resources, mentoring and defining expectations The Sr Operations Engineer will be a subject-matter expert and help establish protocols for supporting many of Pearsons highly integrated products and platforms

PRIMARY RESPONSIBILITIES

- Working with diverse web-based applications and learning management systems in a production, mission critical environment diagnosing complex user, application and/or systems problems

- Acquiring a deep understanding of Pearson platform applications at the operational level to become the subject matter expert for other departments including product management, engineering, product support and others

- Responding to unplanned incidents and developing means to reduce downtime and minimize customer impact This position requires participation in On-Call rotation

- Working with various teams to prepare for supporting new and/or highly integrated products and platforms

- Writing excellent documentation to enable other team members and to aid new hire training to easily learn and support our platforms

- Monitoring the daily operations of the enterprise application environment by analyzing information and recommending short and long term resolutions to issues including the creation and maintenance of scripts and automation tools

OTHER RESPONSIBILITIES

- Working with external vendors to support systems as required

- Participating in disaster recovery / business continuity planning

REQUIRED KNOWLEDGE AND EXPERIENCE

- Ability to effectively multi-task on a variety of daily work assignments in a challenging, fast-paced work environment

- Excellent business communication, organizational and time management skills

- Experience with documentation of complex issues, processes, procedures

- Strong analytical and problem-solving skills

- Ability to understand and clearly explain technical issues to both technical and non-technical audiences

- Strong team player with the ability to work independently

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Educational/Training
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 12th May 2020

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