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Operations Support Specialist

At iTMethods, our mission is to provide the leading integrated DevOps SaaS Platform that enables companies to compete by securely delivering software faster and with higher quality.

Our DevOps SaaS Platform provides a flexible and integrated toolchain that allows development teams to focus on building software without having to maintain an ever-evolving set of DevOps tools and capabilities. The platform automates access to industry-leading applications from Atlassian, CloudBees Jenkins, GitHub, GitLab, Sonatype, JFrog, SonarQube and many more. It delivers enterprise security, hybrid integration, reliability, scalability and a host of platform add-ons that streamline the onboarding of users and teams across the enterprise.

Today leading companies in many industries including finance, software, media, retail and others rely on iTMethods’ DevOps SaaS Platform and expertise for providing the best in DevOps and Cloud automation, applications services and management. Over the years we’ve won numerous awards, passed audit and certifications and gained the trust of our valued customers and partners worldwide.

We are very proud of our values, culture and our people. Our values are time tested and inform all our decisions. Our culture is focused on customers above everything. They are our most important priority and they help us shape our platform and improve customer experiences.

The opportunity

Reporting to Senior Operations Manager, we are adding an Operations Support Specialist to the team. This role encompasses a first point of contact support opportunity to work closely with customers, engineers, technology consultants, and various delivery teams to ensure maximum uptime for customers on our platform. We need someone who provides great customer service when handling support tickets at the tool support desk and who is constantly looking for efficiency in how we run our operations and respond to incidents in our operations. We want an Operations Support Specialist who looks for an opportunity to create repeatable processes and procedures and who is always keeping an eye out for automating the operations to minimize human error and move towards a self-healing environment with automatic recovery. It’s a chance to work with a range of big-name customers, using a variety of tools as projects continuously enter and exit the pipeline. As a curious individual that enjoys experimenting in a range of technologies, you will be part of an exciting journey of experts delivering and evolving our DevOps platform for enterprise customers.

What’s in it for you

Technical challenges. You want to play a critical role ensuring we deliver a resilient, monitored, highly secured and complete solution. The solution covers configuration, monitoring, logging and automating.

Tool functionality challenges. You want to take on the role of subject matter expert and advise customers on their Atlassian (JIRA/Confluence) and DevOps tools and cloud workloads. You will hone in your functional expertise on the Atlassian toolset (Jira, Confluence, Jira ServiceDesk) by providing functional support to our customers using this toolset

Exposure. You want to engage in and improve the whole lifecycle of services from inception and design, through deployment, operation, and refinement. You want to deliver high-quality experiences for customers on our platform.

Growth. You want to apply and expand your technical expertise including professional certification in AWS, Atlassian, and Jenkins. You want to focus on:

  • Continuous Improvement. Ensuring all engineering materials are continuously improved and delivered with consistency and that issues are not recurrent.
  • Continuous Learning. Keeping up to date with cutting edge technologies impacting the solutions being deployed as well as learning new ways of automating similar solutions.

Your day-to-day:

  • Act as a subject matter expert and advise customers on their Atlassian (JIRA/Confluence) and DevOps tools.
  • Assist in the configuration and support of customer environments; code deployments, optimization, and supporting various tools.
  • Manage monitoring and logging solutions, identify issues proactively and mitigate them to improve the customer experience.
  • Troubleshoot and resolve escalated software and infrastructure related issues and challenges.
  • Contribute to the continuous improvement of our managed services practice.
  • Explore and evaluate new and emerging software tools and technologies.

What you bring

  • Drive, collaboration and self-motivation. You thrive on developing solutions to open-ended business problems. You can work within a team and independently on multiple concurrent initiatives.
  • Expertise. You have hands-on knowledge - and preferably certification in AWS. If you happen to have Jenkins, and Atlassian that would be a bonus. You have exposure to automation tools and the end-to-end build and deployment processes. You have experience with:
    • Configuring or customizing JIRA and other Atlassian tools.
    • Linux or Windows administration within a high availability environment.
    • Continuous integration best practices and tools including Jenkins.
    • Managing and supporting AWS or other cloud environments.
    • Configuration management, performance monitoring and alerting tools.
    • Functional knowledge and expertise in the Atlassian toolset of Jira, Confluence and Jira ServiceDesk.
  • Flexibility. You are available to work rotating daytime shifts and participate in an after-hours on-call schedule.

Join us.

Apply here or learn more on our website, Medium or LinkedIn.

iTMethods is committed to fostering an inclusive and accessible environment where employees feel valued and respected, and where every employee has the opportunity to realize their potential. We are committed to providing reasonable accommodations, if required, and will work with you to meet your needs.  

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