This role serves as a technical front-line resource, offering mentorship and acting as an escalation point for junior Systems Operations team members. The primary focus is on monitoring, triaging, and resolving or escalating issues within a 24/7/365 production environment. Collaboration with other teams is key to preventing or minimizing potential issues by leveraging strong troubleshooting skills and a deep understanding of the infrastructure and production pipelines.

Key duties include providing Level 1 support by monitoring and reacting to system alerts. You will communicate and document alerts, maintenances, and resolutions to multiple teams. Supporting various engineering and internal teams with infrastructure tasks, such as firmware upgrades, provisioning, and decommissioning, is also essential. You will manage daily tickets for user management, monitoring adjustments, and permission-related issues, and interact with external parties for support.

Additional responsibilities involve participating in application and infrastructure implementation projects, ensuring adherence to monitoring standards. Carrying out assigned operational tasks and communicating effectively with supervisors and peers are also crucial. You'll need to resolve operational issues of moderate to high complexity, performing root cause analysis when needed, and communicate technical and non-technical information to various organizational levels. Participation in supporting high-profile events and an on-call rotation are also expected.

A minimum of three years of progressively complex, related experience is required. A BA/BS degree in Computer Science or a related software engineering field, or equivalent practical experience, is necessary. The ideal candidate is a proactive thinker with strong problem-solving abilities.

Essential technical skills include experience with Linux (installation, configuration, tuning), scripting languages like Bash and Python, and familiarity with Ansible and Ansible Tower. A good understanding of security and networking concepts is important. Experience with the IPMI tool and utilizing infrastructure monitoring solutions such as Icinga and Zabbix is required. Strong written and verbal communication skills, along with excellent interpersonal and troubleshooting skills, are vital. The ability to work non-traditional hours, including evenings, weekends, and holidays, is also a requirement.