Subops BAU Engineer

Job Description: SubOps BAU Engineer / Analyst

Role Overview

The SubOps BAU Engineer is responsible for the day-to-day operational support, maintenance, and continuous improvement of the Subscription Platform (SOPS). This includes monitoring, incident resolution, batch job management, minor enhancements, and coordination across integrated systems to ensure uninterrupted subscription lifecycle operations for digital and print products.

Key Responsibilities

1. Production Support & Monitoring

• Perform daily health checks across SOPS platform components
• Monitor batch alerts (e.g., Google Cloud payload errors, failed payment notifications) and triage/resolve per established runbooks
• Track and resolve P3/P4 incidents within defined SLAs
• Monitor subscription reconciliation dashboards and escalate discrepancies

2. Batch Processing & Job Management

• Oversee and troubleshoot 40+ batch jobs including payment processing, DTI imports, earned revenue reports, demographic conversions, context space flushes, and file transfers
• Manage batch scheduling, re-runs, and failure recovery across AWS Lambda, ECS clusters, and legacy JBOSS-based batch services
• Coordinate nightly print fulfilment data flows between different systems

3. Incident Management & Troubleshooting

• Investigate and resolve issues across the integration chain
• Diagnose API failures
• Coordinate with middleware teams (Boomi, WebMethods, Axway) for integration-related issues
• Manage operational tasks including unresolved payment processing and offer/campaign configuration

4. Minor Enhancements & Configuration Changes

• Implement minor code changes, configuration updates, and field-level modifications
• Support product/offer setup for pricing, promotions, campaign configuration
• Execute user access changes, permission set updates, and profile modifications
• Perform data loads (single objects, ≤5,000 records) as requested by business teams

5. Release & Deployment Support

• Support BAU releases
• Coordinate with CloudOps for Rundeck-based deployments to AWS environments
• Participate in warranty support (2 weeks post-implementation) for new releases
• Maintain and update release notes and deployment documentation

6. Coordination & Communication

• Raise and track ServiceNow (SNOW) change requests for production changes
• Provide operational handover documentation for new features transitioning from project to BAU
• Participate in BAU prioritisation forums and sprint planning for recurring BAU stories

Qualifications & Experience

• 7+ years of experience in application support / BAU operations for enterprise subscription or eCommerce platforms . Experience in any other subscription management systems
• Strong experience with Java-based enterprise applications and AWS cloud services
• Hands-on experience with SQL (MS SQL Server and/or Oracle) for data investigation and reporting
• Familiarity with REST API troubleshooting and middleware integration patterns
• Experience with ITIL-based incident, problem, and change management processes