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Support Application Engineer (DevOps)

Job Description: Support Application Engineer (DevOps)
Location: South Africa

The employee is employed in the capacity of Application Engineer (DevOps Specialist).  This includes, but is not limited to, the following duties:

Level 1-3: Platform & Administration

The Application Engineer is responsible for the administration of all Striata servers and services and platform installs. This includes:

  • Installing applications and operating systems.
  • Maintaining and updating applications and operating systems.
  • Monitoring all services and servers.
  • Maintaining and monitoring the current Striata network.
  • Installing and third level support of Striata Applications and services related to Striata solutions.
  • Provide technical support for team members.
  • Construct and maintain all required consulting documentation.
  • Provide a clear consulting communication channel.
  • Ensure all knowledge gained is documented and added to the Striata knowledge base.
  • Assist the Head of Customer Service with all client related issues, including onsite support.
  • Management of appropriate processes maintaining and supporting the above mentioned.
  • Consulting on the installation of the application, upgrades and patches.
  • Raising all new software bugs with Devco.  This includes gathering all required information and applying the fixes to the appropriate platform.
  • Analysis of all system related issues and appropriately communicate the results.
  • Installation, Upgrading, Maintenance and Deployment of core Striata Platforms, Operating Systems and Third party Applications/Software;
  • Provide Technical Consultancy on the Striata Application Platform and other Operating Systems (Unix/Linux/Microsoft) and Virtualization & Cloud Services to clients;
  • Perform System Troubleshooting and escalation of critical outages/downtime to direct line Manager/Team Leader;
  • Monitoring Systems and Infrastructure uptime and reporting any incidences during On-call duties;
  • To provide Technical Support and Administration of all Striata servers and services;
  • Installation, Upgrading, Maintenance and Deployment of core Striata Platforms, Operating Systems and Third party Applications/Software;
  • Provide Technical Consultancy on the Striata Application Platform and other Operating Systems (Unix/Linux/Microsoft) and Virtualization & Cloud Services to clients;
  • Perform System Troubleshooting and escalation of critical outages/downtime to direct line Manager/Team Leader;
  • Database Administration(MySQL, mssql) and perform backup and restore;
  • Monitoring Systems and Infrastructure uptime and reporting any incidences during On-call duties using the monitoring tool and SMS gateways;
  • Creating and maintaining documentation related to the Support processes, training, user manuals and wiki articles;
  • Identify, escalate and report on issues/bugs;
  • Notify clients (internal & external) on incidents detected;
  • Timely update clients (internal & external) on status of issues;
  • Generate and distribute incident reports;
  • Create trend reports;
  • Assist on deployed client issues (in accordance with both SLA and urgency);
  • Timely raise any software and hardware issues as reported by the monitoring tool.
  • Be on standby on nights and weekends as stipulated by the Infrastructure Manager.  Shifts are scheduled according to a roster, and when on call, the system administrator is expected to answer support calls and manage customer support requirements. (7 continuous days including the weekend). The standby times are subject to change based on the business or department’s requirements.
  • Log all problems and changes into the Internal Query Tracking system and responding to emails via the system.
  • Resolve problems and escalating to the correct technical resources if he /she cannot resolve the problem.  Problems need to be resolved according to the Service Level Agreement held with each client.
  • Monitor system up time and morning infrastructure checks during his on call shifts.
  • Notify clients in the correct manner & time of any incident detected that impact on the client’s business.
  • Provide info, distribute and present incident reports to a pre-defined list of clients during his on call shifts.
  • Create and maintain documentation related to the support process, training and user manuals.
  • Generate trend reports on delivery and infrastructure
  • Provide accurate feedback to management and clients. This can be done verbally or making use of a weekly status report that includes the following topics:

– Incidents
– Downtime
– Trends
– Types of queries
– Training
– Monthly report
– Other

General facility functions such as (but not limited to):

  • Data center administration (server room check, humidity, aircon check, clean, fire suppression system is functional)
  • Ensure that the generator is fully functional (diesel, water and oil check)
  • Camera, alarm and front door access systems check
  • Attend to the Support telephone and resolve any queries relating to deployed solutions, Striata Reader and Abuse queues
  • Participate in the Global Platform & Development Knowledge share

 

Linux/Unix/Windows System Management

  • Develop and maintain a multitude of Unix/Linux environments that encompasses several open-source applications i.e. Apache, MySQL deployed in off-site Data Centres and some with no physical access.
  • Installing, testing, monitoring, reporting, updating, hardening and auditing.
  • Ensure system availability and enough capacity of our critical data.

 

DevOps Specialist: 

As the DevOps Specialist within the support team you will also be responsible for the following specialist functions from a DevOps point of view:

  • Installing and maintaining automated deployment, testing and configuration systems
  • Create an environment of Continuous Delivery that will assist internal support engineers keep to a strict schedule of upgrades and test on the latest releases of the Striata Application Platform
  • Align the goals speed and agility with the company’s specific processes and procedures
  • Improve workflow, quality and the speed of deployment
  • Research and suggest the best automation and configuration tools as well as deploy the solutions
  • Bridge the gap between product development & operational support teams

 

Other

The Application Engineer will be responsible for any other functions that management may require from time to time.

Required skills, experience and qualifications:

  • Relevant IT qualification (NQF level 5 or 6)
  • 3-5 years’ relevant working experience on Linux systems administration
  • Working experience in network securities administration
  • Knowledge of DevOps best practices
  • Be fully proficient in a development language (preferably BASH/SHELL scripting)
  • Excellent verbal and written communications skills
  • Excellent listening skills
  • Excellent planning and organising skills
  • Excellent time management skills
  • Excellent client service skills
  • Fully proficient within a Linux environment
  • Familiar with Windows environment
  • Fully proficient on Virtualization & Cloud Services (advantageous)

 

 

Personal attributes: 

  • Maintain standards of conduct
  • Honest, reliable & confidential
  • Respectful & flexible
  • Possess cultural & political awareness and sensitivity
  • Demonstrate sound work ethics
  • Pro-active with a strong sense of urgency
  • Great at teamwork
  • Available and eagerness to help
  • Valid driver’s license & own transport
  • Self-motivated & positive

Interested in this position?

Application for Support Application Engineer (DevOps)

Nurturing our unique company culture and preserving the right work ethic are very important to us. In addition to reviewing your résumé, we'd like to know why you want to work at Striata. If we like your application, we'll contact you.

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