Novelus / recrute CDD
Senior Software Support Engineer
À propos de l’offre d’emploi
Who We Are:
Novelus is a group of innovative people, excessively focused on accelerating technology deployment. We live by our Core Values of Furtherance, Audacity and Resilience. Our most important asset is our employees which is why we focus on providing a progressive, vibrant and empowering culture.
Why Novelus:
This is a great opportunity to be part of a company with record growth. Novelus employees enjoy a comprehensive set of benefits, including but not limited to:
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- Friendly and collaborative work environment
- Personal and professional growth opportunities
- Exposure to dynamic projects and the latest technologies
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.
- Handle daily operations of assigned customer applications
- 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.
- Follow up on tickets to avoid SLA breaches. Engage the needed specialized teams if needed.
- Write RCA (root cause analysis) reports once the issue is solved for further reference for the client and B-Yond teams.
- 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
- Attend meetings with clients to discuss general approaches on issues and agree on ticket statuses.
- Deploy patches/hot fixes to Test or Production Systems
- Deploy builds to Test or Production Systems
- Following up on events for reporting purposes
- Maintains documentation of systems configurations and procedures
- Provide remote support using remote assistance tools
- Improve existing process and scripts
- Monitoring of Cloud solution components/resources
What You’ll need:
- 4-6 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.
- 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, Grafana, Ceph, 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.
Note: All applicants are requested to submit their CVs in English. Otherwise, they will be disregarded.
