Operations Engineer

TN United Kingdom; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a skilled Operations Engineer to join their dynamic team. This role focuses on providing advanced level 3 support for a comprehensive product suite, ensuring a stable network of servers and services for customers. With responsibilities that include troubleshooting, documentation, and collaboration with various teams, this position is crucial for maintaining high service standards. The ideal candidate will possess strong technical skills in Linux/Unix systems and networking, along with excellent customer service abilities. If you thrive in a fast-paced, 24/7 environment and are eager to tackle complex challenges, this opportunity is perfect for you.

Qualifications

• 3+ years of hands-on support experience in a production environment.
• 1+ years of Linux or Unix administration in an operations setting.

Responsibilities

• In-depth troubleshooting of customer issues in a production environment.
• Delivering solutions to resolve escalations from the NOC.

Skills

Linux/Unix administration

Networking troubleshooting

Customer service skills

Scripting (Bash/Perl)

Documentation skills

Education

4-year technical bachelor's degree

Cisco CCNA certification

Linux or Unix certifications

Tools

Apache

Nginx

Firewalls (ACLs)

Routers and switches

Job description

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Job Purpose

The Operations Engineering team is responsible for providing advanced level 3 support for the product suite that Limelight offers to internal and external customers. The core responsibility of the team is to ensure a stable and functioning network of servers and services for all customers. The position will generally interface with technicians, developers, customers, and sales teams as an escalation point and a liaison between teams. Advanced knowledge of large-scale networking, HTTP caching, streaming technologies, and *nix administration is desired. Excellent customer service skills are also necessary. This position involves on-call support in a rotation setting and shift-based queue coverage. The team operates 24/7, so availability for 2nd/3rd shifts and weekends is required. The position reports to the Operations Engineering Manager.

Essential Functions

1. In-depth troubleshooting of customer issues in a production environment, including joining live event bridges for troubleshooting when needed.
2. Delivering and documenting solutions to resolve escalations from the NOC based on severity.
3. Properly documenting and escalating issues to Engineering and Development teams.
4. Correlating system issues and alarms to provide feedback on production problems.
5. Performing tier 3 troubleshooting of Linux/Unix systems and network devices.
6. Maintaining clear documentation and serving as a subject matter expert when required.
7. Quickly learning and researching new technologies and information from technical documents.

Qualifications: Experience and Education (minimum)

• 3+ years of hands-on support experience.
• 2+ years of networking, computer science education, or equivalent work experience.
• 1+ years troubleshooting network elements and protocol layer problems.
• 1+ years of Linux or Unix administration in an operations or help-desk environment.

Preferred Experience and Education

• 4-year technical bachelor's degree.
• Cisco CCNA certification.
• Linux or Unix certifications.
• 2+ years working in a NOC and monitoring environment.
• 2+ years scripting experience.

Knowledge, Skills & Abilities

• Comfort with command line interfaces.
• Basic scripting skills in Bash or Perl.
• Knowledge of Unix/Linux administration and troubleshooting methods.
• Understanding of DNS systems.
• Excellent time management and organizational skills.
• Strong articulation and written communication skills.
• Working knowledge of firewalls (ACLs), routers, switches, VLANs, BGP (preferred).
• Experience with HTTP web servers like Apache or Nginx (preferred).
• Knowledge of databases and ability to query them (preferred).
• Understanding of BGP troubleshooting (preferred).
• Advanced knowledge of TCP/IP and HTTP protocols (preferred).
• Advanced DNS administration knowledge (preferred).
• Knowledge of streaming technologies (HLS, HDS, DASH, MSS, RTSP, RTMP) (preferred).