Who We’re Looking For:
A Support Developer to join our growing team. This position is an opportunity to build a career with Novelus, a forward-thinking and innovative services company that has earned a reputation as a valued partner to communications providers globally, using data-driven solutions to assure a quality service experience, drive operational efficiencies for customers, and uncover new business opportunities.
What you’ll do:
- Lead troubleshooting sessions for support cases: important tasks during the troubleshooting sessions are updating ticket statuses and adding information to the ticket for further reference.
- Negotiate ticket priorities in cases a ticket has been opened with a priority that is not aligned with the impact the issue has on the overall system.
- Develop new modules and take work with development team on new projects that will eventually be handled by support team.
- Follow up on tickets to avoid SLA breaches. Engage the needed specialized teams if needed.
- For high severity incidents, an on-call roaster is defined and requires 24/7 availability from the support agent who is on call.
- 24 x 7 on-call support and maintenance activities
- Deploy patches/hot fixes to Test or Production Systems
- Deploy builds to Test or Production Systems
- Following up on events for reporting purposes
- Provide remote support using remote assistance tools
- Improve existing process and scripts
What You'll need:
- 2-3 years of experience
- Fluid English, spoken and written.
- Experience in Linux along with IP/Ethernet networking as an administrator or advanced user is essential.
- Proactive mindset.
- Excellent communication skills to find rapid solutions in case of incidents
- Demonstrable organizational and time management skills.
- Ability to follow a checklist to perform tasks, plus the ability to create checklists or modify as needed to document and improve processes.
- Ability to work independently and with minimal supervision as well as with a team when needed.
- Strong knowledge and experience with Structured Query Language (SQL).
- Desire and passion to learn and actively pursue new technologies
- The position requires schedule flexibility as work hours are often outside the normal operating hours (evenings and week-ends). Being able to operate within a team, to communicate and to work under pressure are also essential.
- Nice to have skills and exposure to the following technologies: Kubernetes, PostGres, CI/CD, Jenkins, Travis, Rancher, Hadoop/HDFS, Docker, JIRA, RHEL, GC (Google Cloud), AWS and other cloud hosting solutions, Containerization/MicroServices, Helm Chart, Kafka Streamsets, Nifi, Zookeeper, SPARK
- Essential dose of passion, curiosity, advocacy, humor/wit for customer interaction