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 digitalecommerce 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
