CloudOps Engineer IV

Position Summary:

This position is responsible for maintaining user and system uptime on Thales InFlyt Experience's Ground System that is the source for all In-Flight Entertainment on many commercial airlines throughout the world. Technical TechOps Lead should exhibit strong technical and communication skills to collaborate with team, product management, technical support, and customer. Spends more than 75% time as individual contributor and rest for other activities. Should have complete understanding of the product, including the end-to-end use cases. Works with complete autonomy, not needing any guidance. The TechOps Technical Lead will be responsible for improving system experiences through remote monitoring, maintenance and problem identification and resolution activities, as well as growing and developing the organization's perception with existing customers through exceptional customer service. Will be responsible to mentor the team members and act as an escalation point for any unresolved issues from the Level I/II team.

Essential Functions / Key Areas of Responsibility:

• Windows Server monitoring, maintenance and support
• Web-based application monitoring, maintenance and support
• Identifying, documenting and troubleshooting network, systems, applications and cloud issues to resolution
• Ground System incident and problem management
• Assisting with the management of technical documentation which supports the development and/or improvement of operational and monitoring procedures and platform application/system testing
• Design, implement, and maintain monitoring systems using Datadog, building dashboards, monitors, and alerts to proactively identify and resolve issues
• Collaborate with cross-functional teams to define, implement, and improve operational processes and best practices
• Oversee the configuration and management of GitLab, Terraform, and other DevOps tools to streamline deployment and infrastructure management
• Performing daily system monitoring, verifying the integrity and availability of all hardware, networking equipment, server resources, systems and key processes, reviewing system, error and application logs, and verifying completion of scheduled jobs and tasks
• Production and test environments platform monitoring for alarms and performance issues on systems, applications, database and network connectivity
• Working rotating shifts in a 24x7 NOC environment
• Performing assigned daily, weekly and monthly operations maintenance duties
• Operating system provisioning and maintenance
• Application and operating system service restarts
• Performs enterprise back-up and restorations
• Assists in knowledgebase management
• Assist with changes to platform hardware and software
• Resolves application, database and operating system related monitoring events
• Troubleshoots LAN/WAN
• Performs moves, adds and changes within the monitoring environments
• Work effectively with internal/external technical resources and customer-facing organizations to resolve incidents quickly and efficiently
• Follows prescribed processes for incident, change and problem management
• Mentors L1/L2 TechOps Engineers
• Cross training departmental team members
• Stay current with industry trends, emerging technologies, and best practices to continuously improve the TechOps team's capabilities and deliverables
• Other duties as assigned by Manager

Minimum Requirements: Skills, Experience, Education, Technical/Specialized Knowledge, Certifications, Language:

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience
• 5+ years of experience in technical operations, with a strong background in building and maintaining monitoring systems
• Proficiency in Linux, Windows, Datadog, GitLab, Terraform, and Kubernetes
• Minimum 2 year experience of network infrastructure, Microsoft Windows and Linux systems and servers (Windows Server 2012, 2008, 2003, Windows 8/7/XP, RedHat)
• Comfortable with handling major outages and experience in network and systems monitoring
• In-depth knowledge of Datadog, GitLab, Terraform, Visual Studio Code, Kubernetes
• Experience in monitoring a 24x7 environment
• Must be available to participate in 24x7 shift rotation
• Experience developing, documenting and maintaining installation and configuration procedures
• Must be able to convey technical topics clearly and communicate professionally to customers
• Excellent written and verbal communication skills
• Excellent analytical and problem solving skills
• Excellent customer service skills
• Ability to learn and adapt to new technologies and methodologies

Preferred Qualifications:

• One (1) year experience of network, Windows and Linux server monitoring and administration specifically in an enterprise environment
• One (1) year experience in systems monitoring and long term trending of SLA, performance and sizing metrics related to reporting
• Possess a Certified Kubernetes Administrator (CKA) certification, demonstrating expertise in Kubernetes concepts and best practices
• Enjoys troubleshooting and solving problems
• Familiarity with ITIL standards, Number Portability, Telecommunications and Networking (including satellite-based network connectivity) is a plus
• Familiarity with scripting languages like PowerShell and BASH for system administration tasks
• Familiarity with Kubernetes, cloud computing models like Platform-as-a-Service and Software-as-a-Service
• Experience with virtualization environments such as VMware and AWS EC2
• Experience with administrative tasks on cloud providers such as Azure including Azure Active Directory