L2 Application Operations

Job Summary:

We are seeking a skilled L2 Application Operations professional to join our expanding team.

The ideal candidate will support and improve the live operation of customer-facing digital services, while acting as a technical escalation point for a growing Product Support team.

Responsibilities:

• Ensuringxcellent product health by maximising application uptime, performance & satisfaction in a busy digital ecommerce environment
• Troubleshooting technical issues and liaising with Product Owner & Development colleagues to prioritise the resolution of issues impacting our digital guest experience
• Taking a data-driven, customer-centric approach, always keeping guest experience at the forefront of operational decision-making
• Coordinating with technical teams to reduce recurring incidents and technical toil
• Playing an active role during incidents, helping to drive prompt categorisation and resolution of incidents
• Mentoring junior colleagues, providing guidance and training using the benefit of your technical experience
• Planning and implementing improvements in application hosting and observability to improve our mean time to acknowledge and resolve application defects
• Participating in on-call rotation to provide after-hours support when necessary
• May also be required to work in shifts or participate in a rota schedule as operational needs evolve
• Ensuring that the service provided aligns with specific qualitative or quantitative targets and Key Performance Indicators (KPIs)

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 5 years of experience in IT operions or application support roles, ideally involving Java and Node.js applications.
• Experence with all aspects of web application support. Additional experience supporting API-focused, native mobile and CMS applications is preferred
• A strong focus on observability, including experience with a variety of APM tools and techniques. Experience with one or more APM platforms is a plus, e.g. New Relic, Dynatrace, Datadog, Azure Monitor, etc.
• Experience with cloud computing technologies, preferably Microsoft Azure
• Excellent problem-solving and troubleshooting abilities
• Awareness of security best practices and related governance standards such as PCI-DSS
• Strong proficiency in working with Agile methodologies such as Scrum or Kanban
• Excellent communication and collaboration skills