Senior Operations Support Engineer - USDS NOC

Tiktok•San Jose, CA

28d•Hybrid

About The Position

The USTS NOC team works with various internal teams to assist with Deployment procedures; deploying code and configuration changes. The NOC team also provides Tier-1 support for the various mission critical applications and services. In the near future, the NOC team will also be taking over monitoring aspects of various systems and services from other USTS teams as well. In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Requirements

Bachelor's degree in Computer Science or a related field (mandatory)
Strong analytical skills with excellent written and communication abilities
Proven ability to multitask, prioritize effectively, and perform in a fast-paced environment
Strong team player with a proactive approach and demonstrated ability to work effectively within a team
Experience in server and application support is required, including support of Kubernetes, Docker/container technologies, microservice architectures, cloud technologies and services, web technologies (Apache, Nginx, etc), database technologies (Redis, MySQL, etc) and monitoring solutions (Grafana, Elasticsearch, etc)
Proficiency in automation to streamline day-to-day tasks

Nice To Haves

Experience with big data technologies (e.g., MySQL, Spark, Hive, HDFS, Flink, Yarn, Kafka) is preferred
Familiarity with incident review processes, to understand root cause of issues and follow-up to ensure proper fixes are deployed
Comfortable partnering with cross-functional teams to understand servers/services setup, and work with them to come up with monitoring solutions based on best practice
Familiarity with networking LAN, WAN, HTTP, HTTPS, DNS, SSH troubleshooting
Strong proficiency in Linux/Unix administration

Responsibilities

Collaborate with internal teams to deploy software and configuration changes to servers, ensuring seamless execution with no service impact.
Provide daily operational support for production systems and services.
Monitor system health and performance, respond promptly to on-calls/incidents/alerts, and keep stakeholders informed throughout issue resolution.
Participate in a 24/7 on-call rotation, with flexibility for night shifts, weekends, and overtime as needed.
Provide Tier-1 support for mission-critical production services.
Develop and document processes to enhance team collaboration, knowledge sharing, and training.
Implement configuration changes to applications and servers to align with business objectives.
Drive innovation by automating routine tasks to improve efficiency.
Ensure the effective operation and maintenance of production systems.
Guide and train fellow NOC engineers to enhance their operational understanding of day-to-day tasks.
Lead project-based initiatives, ensuring feasibility, progress tracking, and timely completion.
Review team workflows to identify and implement improvements.
Analyze recurring troubleshooting patterns, collaborating with relevant teams to drive long-term resolutions and improve NOC efficiency.
Introduce new initiatives to optimize team performance.
Identify gaps, improve metrics, and streamline processes to enhance team efficiency.
Mentor and support team members across all three shifts to maintain a consistent knowledge base.
Drive cross-functional collaboration projects.