Previous Job
Previous
Lead Software Engineer - Service Operations Center - Perm
Ref No.: 18-00518
Location: Chicago, Illinois
Job Description:

As Lead Engineer you will be staffing the Mission Control seats at our Service Operations Center. You will lead the team on shift responsible for monitoring the infrastructure and services delivered to our customers world wide. The team are acting as the second line support solving immediate issues and service requests. Your main contacts is our Customer Supports Team's as well as the Service Delivery Managers. To support you in this crucial task you have the rest of the teams within Technology Operations acting as escalation point and mentors. We move fast when it comes to technology and how our products evolve so training is important and a natural part of our day to day work. You will need to be a flexible team player and available to work in a 24/7, shift work environment.

Responsibilities:
  • Lead the day to day work in SOC
  • Plan and schedule SOC staffing in cooperations with the other Shift leads and Manager.
  • Proactively monitor production and pre- production environments, resolving immediate issues according to run books and documented processes.
  • Triage, troubleshoot and resolve reported Incidents according to run books and documented processes.
  • Resolve or dispatch service requests assigned to Technology Operations.
  • Act as first escalation point for Customer Support team.
  • Escalate Incidents within Technology Operations to make sure the SLA's are met.
  • Compile weekly technical KPI reports and distribute within the organization
  • Report on current status at daily update meetings

Minimum Qualifications:
  • Intermediate level Linux skills, including installation, systems administration and troubleshooting.
  • Intermediate level Windows Server skills, including installation, systems administration and troubleshooting.
  • Networking knowledge, including topology and protocol understanding.
  • Excellent written and verbal communication skills
  • Strong interpersonal and problem solving skills required
  • Time management and prioritization skills

Preferred Qualifications:
  • Prior experience from working with ITIL and Agile
  • Grafana or alternative monitoring, metric tools experience
  • Proven experience in leading technically diverse network monitoring and engineering staff in a
    global 24*7 environment
  • Additional Information
  • Working in a highly co-operative team in an international environment, there will be significant training and clear career development opportunities for the right individual.