L2 Application Operations
Skills
About This Role
Job Summary
We are seeking a skilled
L2 Application Operations
professional to join our expanding team.
The ideal candidate will
support and improve
the live operation of customer-facing digital services, while acting as a technical escalation point for a growing Product Support team.
Responsibilities
- Ensuringxcellent
- product health
- by maximising application uptime, performance & satisfaction in a busy
- digital
- ecommerce
- environment
- Troubleshooting technical issues and liaising with Product Owner & Development colleagues to prioritise the resolution of issues impacting our digital guest experience
- Taking a data-driven, customer-centric approach, always keeping guest experience at the forefront of operational decision-making
- Coordinating with technical teams to reduce recurring incidents and
- technical toil
- Playing an active role during incidents, helping to drive prompt categorisation and resolution of
- incidents
- Mentoring junior colleagues, providing guidance and training using the benefit of your technical experience
- Planning and implementing improvements in
- application hosting and observability
- to improve our mean time to acknowledge and resolve application defects
- Participating in on-call rotation to provide after-hours support when necessary
- May also be required to work in
- shifts
- or participate in a
- rota schedule
- as operational needs evolve
- Ensuring that the service provided aligns with specific qualitative or quantitative targets and Key Performance Indicators (KPIs)
Requirements
- Bachelor's degree in Computer Science, Information Technology, or
- a related field
- Minimum of 5 years of experience in IT operions or
- application support
- roles, ideally involving
- Java and Node.js
- applications.
- Experence with all aspects of
- web application support
- .
- Additional experience supporting
API-focused
- ,
- native mobile
- and
- CMS applications
- is preferred
- A strong focus on
- observability
- , including experience with a variety of APM tools and techniques.
Experience
with one or more APM platforms is a plus, e.g.
New Relic, Dynatrace, Datadog, Azure Monitor
- , etc.
- Experience with cloud computing technologies, preferably Microsoft Azure
- Excellent problem-solving and troubleshooting abilities
- Awareness of
- security
- best practices and related governance standards such as
Pci-Dss
- Strong proficiency in working with Agile methodologies such as Scrum or Kanban
- Excellent communication and collaboration skills
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