- Company Name
- Sansaone
- Job Title
- System Support Engineer
- Job Description
-
**Job Title:**
Senior System Support Engineer
**Role Summary:**
A seasoned senior operations professional responsible for diagnosing, resolving, and preventing high‑severity incidents in complex, containerized, and cloud‑native environments. Drives root‑cause analysis, incident bridge leadership, and continuous process improvement in line with ITIL best practices. Works closely with DevSecOps, database, and client IT teams to ensure reliable service delivery and proactive observability.
**Expectations:**
- Lead emergency incident responses and root‑cause investigations for interconnected systems.
- Own ITIL processes: Incident, Problem, Change, Release, Event, and Capacity Management.
- Design, implement, and refine monitoring strategies and performance baselines.
- Coordinate preventive maintenance, environment optimization, and compliance checks.
- Validate deployment plans, rollback procedures, and testing strategies with cross‑functional teams.
- Communicate clearly with technical and non‑technical stakeholders, delivering concise documentation and meeting summaries.
- Operate at a global, English‑fluent level.
**Key Responsibilities:**
1. Manage and close high‑severity incidents, ensuring minimal service disruption.
2. Conduct detailed post‑incident reviews, drive corrective and preventive actions.
3. Define and maintain comprehensive monitoring dashboards (Prometheus, Grafana, ELK).
4. Plan and execute preventive maintenance, capacity, and risk assessments.
5. Validate deployment lifecycles; collaborate with DevSecOps, Ansible, Terraform teams.
6. Lead technical incident bridges, stakeholder updates, and documentation.
7. Optimize middleware and integration platforms (API gateways, messaging, event streams, identity‑management).
8. Promote automation across operational tasks (scripts, IaC, CI/CD pipelines).
9. Mentor junior engineers and champion best practices.
**Required Skills:**
- 7+ years in enterprise IT operations; 3+ years in senior incident/problem roles.
- Expertise in Linux/Unix, container orchestration (Kubernetes, OpenShift, Docker/Podman).
- Proficient with CI/CD (GitHub, Git, SonarQube).
- Hands‑on with IaC tools: Terraform, Bicep, Ansible, Red Hat OpenShift.
- Strong scripting (Bash, Python, PowerShell) for automation.
- Experience with observability tools: Prometheus, Grafana, ELK, monitoring interfaces.
- Familiarity with middleware/ integration: API management, messaging, event streaming, data transformation, identity‑access management.
- ITIL framework knowledge (Incident, Problem, Change, Release, Event, Capacity).
- Capacity planning and performance trend analysis.
- Version control, artifact management, and automation framework knowledge.
- Excellent written and verbal communication in English.
**Required Education & Certifications:**
- Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field.
- ITIL Foundation certification (preferred; Senior ITIL certification strongly desirable).