Digital Operations Chartered/Principal Engineer
Job Description
Title: Digital Operations Chartered/Principal Engineer
Company Name: Banglalink
Vacancy: 1
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ Graduate in Computer Science, Software Engineering, Information Technology
∎ Professional certification in ITIL, Scrum, SAFe
∎ Graduate or Post Graduate in Computer Science, Software Engineering, Computer Engineering, Information Technology
∎ Professional certification in ITIL, Scrum, SAFe
Experience Requirements:
∎ 8 to 12 year(s)
Job Responsibilities:
∎ Establish E2E Digital Platform Operation Ways of working across the team of Digital, IT & Technology to keep BL Customers happy.
∎ Leading the Digital Platforms Ops team to ensure the system performance and reliability through metrics monitoring of tickets.
∎ Manage platform/solution including: Monitoring, Incident, Problem and Change Management using Opensource Tools and Best Practices to meet agreed SLAs and ensure great Customer Experience
∎ Drive resolution of escalated and complex customer issues to minimize outage durations and ensuring the root cause is identified. To restore any part of the applications to normal service in a timely, safe and effective manner. Own and manage relationships with suppliers and key internal stakeholders in order to achieve SLAs and improve IT KPIs
∎ Support the definition and the improvement of IT Service Operations processes. Must be flexible and able to manage a business that can operate 24/7 (including holidays) and commit the time required to get the job done.
∎ Support your team in various activities such as new/existing product development, testing, deployment or migration on staging and production environments
∎ Define the operational strategy for application support using DevOps principles and best practices; Oversee all requests, incidents, and problems. Acting as a hierarchal point of escalation and co-ordinate response to critical issues raised;
∎ Establish processes and tools to provide technical support to all applications and resolve issues; Secure clear possession of problem identification, its analysis, impact analysis and solutions;
∎ Provide comprehensive ad-hoc and monthly reports on Product Support tickets and bugs raised to the in-house development teams;
∎ Monitor and manage incoming ticket volumes. Identifying trends and deliver on strategies to reduce overall ticket volumes;
∎ Responsible for timely Incident detection, prevention, analysis and resolution by employing various tools and process automation
∎ Responsible for Problem management, route cause analysis, resolution and prevention by employing various tools and process automation
∎ Ensure the documents are well defined for the Operations processes, procedures, and configurations.
∎ Drive the implementation phase for implementing automation tools for performance monitoring; Suggest modification of the system for upgradation of monitoring systems. Responsible for maintaining the JIRA tools & Zendesk used to support daily system operations for both business and technology team.
∎ Lead the Development of the release cycle, while operating within a continuous integration environment that emphasizes verifiable secure components and processes. Utilize Versioning Repository tools, Continuous Integration Frameworks, Application Containerization, Automation Deployment, Code Quality and Code Security Scanning tools
∎ Manage Change Management including software upgrades, enhancements and fixes that are coordinated based on schedules.
∎ Continuously examine for tech and processes that can be improved across company and take measure to implement.
Additional Requirements:
∎ 8 to 10 year experience working as IT Service Management(ITSM) lead (preferably within the telecoms industry)
∎ Required Capabilities
∎ Advanced understanding in ITIL practices and Agile principles (Scrum, SAFe);
∎ Advanced experience managing an IT Support or Application Support team.
∎ ITIL service management experience and ITIL certification to a minimum of foundation level.
∎ Extensive experience in Reporting, Trend Analysis, Problem and Change Management.
∎ Advanced experience working with and delivering on strict SLAs
∎ Sound knowledge on project management;
∎ Sound knowledge in business strategy skills to build the solutions necessary to ask the right questions and find the right answers.
∎ Experience with Web-based Applications exposing REST/SOAP APIs
∎ Operational experience managing Solutions deployed on Cloud environment such as GCP/AWS, running Linux OS, and using MySQL/PostgreSQL
∎ Experience on installing SW/changes/patches on Production environments
∎ Scripting and basic coding experience is a must!
∎ Experience of managing Opensource tools to automate Monitoring/Incident/Performance is a great advantage (DataDog, Nagios, ELK, Grafana, CloudWatch, Stackdriver etc.)
∎ Hands-on experience deploying SW changes on Cloud based Containerized environments (GKE/EKS/etc.) using modern CI/CD automation is an advantage too.
∎ Hands-on with Incident/Task tracking/ticketing system (Jira, Zendesk or similar)
∎ Be a fast learner, as many of our technologies and services are unique but built on solid technical foundations
∎ Lead efforts and responses to complex incidents
∎ Be able to prioritize tasks/tickets appropriately and assign them to the appropriate people on your team
∎ Ability to work under pressure during events such as large outages or incidents
∎ Create documentation and standard operating procedures
∎ Person with disability are encouraged to apply
Salary: (Monthly)
Compensation & Other Benefits:
∎ As per Company Policy
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 2 Mar 2023
Company Information:
∎ 31 Jan 2023
∎ Banglalink
∎ Address : Tigers' Den, Plo 4, SW (H) Gulshan Avenue, Gulshan, Dhaka-1212
∎ Business : Wireless Telecommunication
Category: IT/Telecommunication
:
Source: bdjobs.com
Deadline Expired on 2nd Mar 2023
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