SaaS Support and Reliability Engineer
2 days ago
Symphony Industrial AI, Inc. is a leading provider of financial services software, delivering cutting-edge compliance and fraud solutions. We are seeking a highly skilled Customer Operations Engineer to join our team.
As a Customer Operations Engineer, you will be responsible for ensuring the reliability, performance, and availability of our SaaS solutions. This includes monitoring services, managing incidents, investigating problems, fulfilling service requests, and participating in change management processes.
Key Responsibilities:- Service Monitoring and Maintenance: Ensure high availability and performance of SaaS environments.
- Incident Resolution: Investigate and resolve incidents, problems, and service requests within agreed SLAs.
- Root Cause Analysis: Participate in root cause analysis and post-incident reviews for major outages.
- Change Management: Implement and manage changes to cloud environments following ITIL best practices.
- Collaboration and Communication: Work closely with engineering and customer success teams to proactively enhance service reliability.
Required Skills and Experience:
- Cloud Platforms: Hands-on experience with Azure (preferred) and/or AWS cloud platforms.
- Databases: Hands on Experience in PostgreSQL, Oracle administration and optimization.
- Kubernetes and Containerization: Experience with Kubernetes and Azure Kubernetes Service (AKS).
- Observability and Incident Response Tools: Proficiency in observability and incident response tools like DataDog and PagerDuty.
- ITIL Processes: Familiarity with ITIL processes, particularly Incident, Problem, Change, and Service Request Management.
- Managed Services or SaaS Support Environments: Experience working in Managed Services or SaaS Support environments.
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