Apply to this job at getonbrd.com.
· Actively monitor and help improve internal monitoring dashboards, visualizations, and alerting mechanisms for all production applications and supporting environments.
· Assist in leading Priority 1 and 2 calls, process improvements and post-mortems
· Work with engineer groups to gain an understanding of proactive troubleshooting steps and proactive measures to reduce escalations and resolve issues faster
· Lead calls with external business partners to identify gaps within the systems and work toward solutions
· Be accountable for creating multiple SLAs and working with multiple groups to meet them.
· Execute and help develop new production run-books which outline common resolution actions to be taken when specific issues are encountered.
· Participate in an on-call schedule to cover high-priority support incidents which occur outside of normal business hours.
· Document and communicate root cause and impact analysis post issue resolution within published department SLAs
· Partner with multiple internal groups to develop the strong working relationships needed to implement all the above.
· Ability to assist with building reporting to expand our ability to report against software performance metrics.
· Produce in-depth analysis and make recommendations for improving site performance.
· BS in Computer Science/Engineering/CIS or equivalent experience
· 3+ years in a Production support role which requires managing customer interactions.
· Ability to remain calm under pressure.
· Strong understanding of APIs
· Ability to write scripts and SQL
· Familiarity with ticket tracking tools (Service Now, Jira)
· Experience with Datadog or similar observability tools, Automation, Power Apps, Domo
· Excellent written and verbal communication skills with the ability to clearly communicate across all levels of the organization in high-pressure situations
· Excellent problem-solving and analytical skills
· Ability to work a flexible schedule to help cover round-the-clock support from 7 pm until 3 am (summer ) / 6 pm to 2 am (winter) from Monday to Friday
· 2+ years’ experience leading a team / e-commerce experience
· Understanding of the Web; including familiarity with JavaScript, REST APIs, GraphQL, and Git.
· Fluency with Unix
Brig extensive support to all areas of the company , top improve their services and support of the clients
Find new ways to solve problems and propose improvements continuously
Work with an energetic and International team!
GETONBRD Job ID: 38941
Hybrid
This job is performed partly from home and partly at the office in Santiago (Chile).
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