Job Description :

- The L2 Client Services Engineer is a skilled team member specialized in managing and supporting Ultra Commerces hosting infrastructure platforms and services, ensuring the availability & scalability of the environment.

- Exposure to projects for Ultra Commerce involves working with a client, a system integrator and a number of 3rd party service providers to deliver an eCommerce platform using technologies such as Amazon Web Services (AWS), SAP Hybris, & Ultra Commerce. Project durations vary depending on the complexity of the project and the integration components, but typically run between 2 months to 10 months. A project engineer may be engaged on a number of concurrent client projects.

Your client-facing responsibilities will include :

- Service management processes; reactive investigation & resolution of support tickets; proactive and reactive incident and problem management and assisting with customer escalations and internal escalations from Level 1 and Level 2 engineering staff.

- Support involves both physical and virtual servers, database, storage, networks, proactive maintenance including patching & security audits.

Key Responsibilities :

Customers - establish a positive working relationship with customer and 3rd party project teams, supporting milestone dates.

- Balancing changing customer requirements with Ultra Commerces proven platform build and support methodology will require professionalism and a consultative approach to navigating challenging situations. Beyond projects, system engineers will receive technical escalations from service desk and assist with root cause analysis and complex changes.

People - leading and motivating the wider Ultra Commerce engineering team to assist with your project deliverables.

Team - As a senior member of the engineering team you will provide mentorship, knowledge transfer and technical support to our service desk engineers to ensure Customers receive the same level of expert service during business as usual operations.

Reporting & Documentation - creating and maintaining design and build documentation, keeping JIRA, support desk tickets and time sheets up-to-date, and key requirements for an engineer to support the accurate flow of information.

Efficiency - looking for opportunities to do things smarter, advancing Ultra Commerces tools, processes and methodologies

Growth - through establishing relationships with Customers, partners and vendors identifying opportunities that support the growth of the Ultra Commerce business.

Role Objectives :

- Provide a high degree of quality support, testing and validation as well as detailed documentation of assigned work.

- Perform Client Services team functions including receiving, reviewing & prioritizing support requests in ticket management system, escalating support cases & providing updates to customers.

- Focus on a "fix on first" mentality when managing requests.

- Managing New Relic alerts in a timely manner as well as taking proactive steps to reduce the volume of tickets and improve accuracy of alerting.

- Follow and contribute to systems and processes aligned to company goals for IT service delivery using best practice frameworks including ITIL aligned processes (Incident, Problem, Release and Change Management best practices).

- Demonstrate company's key messages and values through constant communication with customers, partners, suppliers and colleagues.

- Identify and take preventative action to ensure a high level of up-time is provided for our customers businesses.

- Continually improve the customer experience by reducing the time and duration of incidents.

- Assist with the client Monthly Reporting process to ensure target times are met.

 Key Performance Indicators :

Quality :

- Successfully achieve and apply new training, knowledge & certifications.

- Follow documented guides thoroughly and contribute where possible.

- Adhere to established processes.

- Document and record all work with a significant focus on incident and change timelines.

- Perform and request QA of peers work.

- Complete allocated work within specified time.

- Use your time in the most efficient and effective way to achieve tasks.

- Meet SLA's on allocated support work.

Communication :

- Adhere to customer communications as per documented process.

- Escalate Priority 1 and 2 incidents appropriate individuals and teams within agreed timeframes.

- Contribute regularly to wiki articles, process improvement documentation and customer specific general support documentation.

Operational Responsibilities :

- Respond to phone calls and tickets within timeframes set out by our SLAs

- Work proactively with external customers in identifying and resolving technical support queries.

- Complete tasks in accordance with customer requests.

- Ensure availability for out of hours and weekend work as required.

- Identify and understand who to call for severe or complex problems

- Track, record and meet set targets for time tracking on projects and other tasks

- Complete any other duties as required from time to time.

Technical Competencies :

- Familiarity with AWS environment

- CLI capabilities

- Understand data communications routing and switching technology.

- Understand how data communications integrate with other environments (such as servers, firewalls, etc) and are distributed, at a component level, from an end-user perspective.

- Demonstrates awareness of security requirements, privacy requirements and standards.

- Acts to protect integrity of system data at basic level.

- Participates in disaster recovery tests.

- Understanding of security applications or tools and how they work.

- Demonstrate awareness of testing methodologies and principles.

- Troubleshoot and resolve issues.

- Understand service management processes and concepts (e.g. incident management, change management, service desk)

- Understand and follow a process in problem management, change management, etc.

- Some understanding of database management, logical design concepts and levels of database security.

- Recognize the importance of database basic recovery and performs backup and recovery.

- Troubleshooting of basic physical or software problems.

- Knowledge of monitoring platforms such as Splunk, Keynote, New Relic, Dynatrace.

- Advanced understanding of command line functions.

- Advanced understanding with Linux software, e.g. MySQL, Apache

- Understanding of networking concepts including IP Routing, VPN, SSL, load balancing, content switches, NAS Storage & data replication

- Understanding of web technologies - DNS, Email, Spam, TCP/IP etc DNS, Email, Spam, TCP/IP etc

Software Engineering Technical Competencies :

- Object Orientated programming in C++ or Java / Linux kernel / drivers / GCC / GDB / TDD and Unit Testing frameworks such as Google Test / Software development for consumer electronics or TV / Networking protocols and standards including TCP/IP / Agile, Scrum methodologies

- Knowledge of Computer architecture and software engineering

- Knowledge of Object-oriented design

- Programming skills in a range of languages, ideally including one or more of C, C++ and Java

- Experience using software development tools including IDEs (for example, Eclipse), version control systems (for example, Git, Mercurial or Subversion), compilers and debuggers

- Familiarity with Linux operating systems and common command-line tools

QA (Quality Assurance) Technical Competencies : 

- Possess a deep understanding of how the existing platforms work, their full extent and the logic behind them.

- Define document and execute a wide variety of test cases to ensure quality of the overall platform.

- Undertake regular platform-wide regression testing to ensure high quality is maintained.

- Handle first-pass QA for in-development work as needed - evaluate against specifications, find bugs and stress test generally.

- Guide any wider efforts at the company around manual QA testing to ensure they are effective.

- Work with dev teams to stay up-to-date and evolve testing strategy alongside the platform.

- Work with teams across the wider company as necessary to ensure quality

Position Relationships :

Direct Reports - None

Other Internal - Project Managers, Client Services, Engineering, Solutions Architects, Business Development Managers

External - Clients, Partners, Vendors

The following would be advantageous in this role: Knowledge of project delivery methodologies (e.g. agile, waterfall)

Experience working with eCommerce technologies including but not limited to SAP Hybris, Magento, Oracle Commerce / ATG

About Us :

- A close-knit community of passionate and experienced people

- Great work partnerships with technology industry leaders

- Certifications and accreditations available for different technologies such as AWS and Kubernetes and web development

- A supportive environment in which you can explore new opportunities and develop new skills

- A fast-paced environment that offers strong growth potential.

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