Responsibilities
- Own the global follow-the-sun support model and ensure coverage for assigned infrastructure applications and regions.
- Support a high volume of enterprise devices and application flows within a cloud-like environment.
- Troubleshoot and resolve network connectivity issues, including fault analysis, root-cause identification, and recovery actions.
- Collaborate with in-house application management systems to deploy and manage application delivery components using the systems relational data model.
- Control, monitor, and maintain services via graphical consoles and automation workflows.
- Address L2 escalations and support incident handling, escalation management, and operational follow-through.
- Improve operational processes through automation, scripting, and/or tooling enhancements.
- Provide strong technical documentation and knowledge transfer.
- Work in a virtual global team and collaborate with multiple site teams and supported SRE/engineering SMEs using tools such as Jive, Wiki, and SharePoint.
Qualifications
- Strong working knowledge of TCP/IP, with emphasis on TCP and IP fundamentals, plus HTTP and DNS.
- Comfortable performing system administration on Unix/Linux environments.
- Deep understanding of load balancing/application delivery principles and troubleshooting within production environments.
- Hands-on experience with one or more administrative/automation platforms and scripting languages such as:
- Ansible, Perl, Python, PowerShell, or equivalent.
- Ability to manage multiple tasks and priorities in a high-pressure environment with frequent outage-handling/triage responsibilities.
- Strong time management and prioritization skills, including coordination across teams and time zones.
- Effective communication skills with both technical and non-technical stakeholders (developers, engineers, and remote team members).
- Ability and drive to learn new technologies quickly and stay integral to team delivery.
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