Pearson Operations Engineer in Colombo, Sri Lanka

Operations Engineer

Description

The Operations Engineer receives requests for problem escalation from product support staff, service alerts from monitoring systems, or reports from internal staff. The engineer determines the severity of issues (triage), prioritizes issues, performs diagnosis of system and software components to identify root cause, and takes or recommends corrective action for resolution.

Issue triage includes reproducing errors (product use, data issue, connectivity issue, and/or application malfunction), collecting detailed application and system information and, if necessary, escalating to database or application development staff.

Diagnosis includes checking monitoring systems, basic network and application health assessment, operating system level checks, examining application, database and system log files, exercising various applications, and examining system configuration and database contents.

Corrective action includes the use of application tools to correct configuration and deployment problems, restarting of services, updating application databases, processing incomplete transactions, thoroughly documenting issues and their resolution, and creating systems/software change requests using Tracking and Workflow tools, email and other office productivity tools.

The Operations Engineer is highly comfortable working with diverse web-based applications, particularly course or learning management systems.

The Operations Engineer communicates with product support staff and may occasionally communicate directly with sales staff and customers. The engineer will work with other Operations team members, systems and database administrators, software engineers/QA, technical product managers and vendors to clearly state problems, troubleshoot, diagnose and/or resolve complex technical issues. The engineer also works with product management teams to provide advice on critical enhancements for reliability of Pearson software and communicates details of product/platform releases to the Operations team.

This position requires to do night shifts on 24x5 basis and also participate in an On-Call rotation

SCOPE AND IMPACT OF JOB:

The Operations Engineer should be able to troubleshoot and resolve issues in the Pearson platforms and also should be able to have adequate knowledge in three tier web applications and how they operate. Also Operations Engineer will be a subject-matter expert and help establish protocols for supporting many of Pearson's highly integrated products and platforms

PRIMARY RESPONSIBILITIES:

  • Working with diverse web-based applications and learning management systems in a production, mission critical environment diagnosing complex user, application and/or systems problems

  • Acquiring a deep understanding of Pearson platform applications at the operational level to become the subject matter expert for other departments including product management, engineering, product support and others

  • Responding to unplanned incidents and developing means to reduce downtime and minimize customer impact. This position requires participation in On-Call rotation

  • Working with various teams to prepare for supporting new and/or highly integrated products and platforms

  • Writing excellent documentation to enable other team members and to aid new hire training to easily learn and support our platforms

  • Monitoring the daily operations of the enterprise application environment by analyzing information and recommending short and long term resolutions to issues including the creation and maintenance of scripts and automation tools

OTHER RESPONSIBILITIES:

  • Working with external vendors to support systems as required

  • Participating in disaster recovery / business continuity planning

Qualifications

Required Knowledge and Experience:

  • Ability to effectively multi-task on a variety of daily work assignments in a challenging, fast-paced work environment

  • Excellent business communication, organizational and time management skills

  • Experience with documentation of complex issues, processes, procedures

  • Strong analytical and problem-solving skills

  • Ability to understand and clearly explain technical issues to both technical and non-technical audiences

  • Strong team player with the ability to work independently

  • Motivation to learn and share expertise of new skills and technologies

  • Ability to resolve support issues are in a timely and efficient manner

  • Knowledge of various computer systems (tools, services, software, etc.)

  • Ability to work in Windows environment

  • Ability to decipher detailed deployment plans

  • Experience scheduling and preparing appropriate resources to participate in deployments

  • Capacity to seek new opportunities based on business needs and company growth

  • Creative problem solving skills

  • 2 years experience, BSc in computer science or other technical discipline

Mandatory technical skills:

  • Experience with Linux and Solaris operating systems

  • Experience with PL/SQL and T-SQL querying and understanding of relational database concepts

  • Experience with a scripting language such as perl, python, bash, csh

  • Understanding of Object Oriented Programming (OOP) concepts

  • Remote administration experience (ssh, vnc)

  • Ability to read and understand code in Java/J2EE, PHP, XML,.NET, PHP or Python

  • Experience with web application architecture and distributed applications

  • Experience with application-based JMS, Apache, Tomcat

Beneficial technical skills:

  • Red Hat Certified Systems Administrator (RHCSA) Certification

  • Previous experience with an enterprise service bus

  • Experience with Oracle DB and NoSQL DBs (MongoDB, Cassandra)

  • Familiarity with networking, systems administration

  • Experience with programming in Java/J2EE, PHP, XML,.NET, or PHP

Primary Location: LK-1-Colombo

Work Locations: LK-Colombo-Orion City Sascon Bldg Orion City Sascon Building No. 752/5 Dr Danister De Silver Mawatha Colombo

Job: Technology

Organization: Technology & Operations

Employee Status: Fixed Term

Job Type: Standard

Shift: Day Job

Job Posting: Nov 2, 2017

Job Unposting: Ongoing

Schedule: Full-time Temporary

Req ID: 1717250

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled