Infrastructure Support Engineer

Summary

Join Thoughtworks as a Consultant Infrastructure Support Engineer and contribute to technical excellence and operational efficiency in cloud environments. You will be responsible for monitoring product/service operations, responding to production incidents, and assisting development teams in incident resolution. Your role involves automating day-to-day operations, documenting incident responses, and conducting root cause analysis. You will also collaborate with service reliability engineers to improve service/product reliability. Thoughtworks offers a supportive environment with opportunities for learning and development, fostering a culture of innovation and collaboration.

Requirements

• You are familiar with CI/CD tools such as Jenkins, GitlabCI, CircleCI, etc
• You have had exposure to log aggregation systems, e.g.: EFK, Splunk, Datadog
• You have hands-on experience with monitoring, alerting and observability, e.g.: Prometheus, Grafana, Datadog
• You possess a good understanding of at least one Public Cloud, e.g.: AWS, Azure, GCP
• You have hands-on experience executing most common operations in managing workloads on any container ecosystem tech stacks e.g.: Docker, Kubernetes, Openshift
• You have a basic understanding of API concepts such as request, response, headers, authentication, JSON payloads, etc
• You have a basic understanding of networking including concepts such as high availability, load balancing and proxies
• You have a basic understanding of traffic load management approaches such as horizontal and vertical scaling
• You have a basic understanding of availability concepts such as downtime, time to recover/restore, SLAs, etc
• You have experience running basic system administration operations in a Linux operating system such as RHEL or Ubuntu
• You have good communication skills and are proficient in English
• You can confidently hold a Q&A discussion
• You have a good attitude towards learning new technical skills and concepts
• You possess innovative thinking and confidence in suggesting ideas to the team
• You have strong drive and ownership to sign up and deliver work when called upon without being too concerned with role boundaries
• You are willing to be part of a rotation- and need-based 24x7 team

Responsibilities

• You will keep a vigilant eye on the operations of shipped products and services following the agreed upon “Eyes on glass/Follow the sun” engagement models
• You will monitor product/service operations against key performance indicators defined by the business and take necessary actions in response to detected deviations
• You will document the appropriate responses to various kinds of incident scenarios in collaboration with development teams and prepare runbooks
• You will reduce the human effort in day-to-day operations by automating, configuring and tweaking alerts, and monitoring as necessary
• You will respond to production incidents and execute well defined responses, raising the incident to higher levels of support wherever necessary
• You will assist development teams in incident resolution as necessary, e.g.: as a pair, providing updates, handling communication, etc
• You will assist in conducting incident root cause analysis (RCA), preparing incident postmortem reports, communicating incident RCA to client stakeholders whenever necessary and responding to queries and resolution approaches
• You will pair on implementing service/product reliability improvement by writing infrastructure/observability configuration code, in collaboration with service reliability engineers

Benefits

• There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you
• But we also balance autonomy with the strength of our cultivation culture
• This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow
• We see value in helping each other be our best and that extends to empowering our employees in their career journeys