Senior Infrastructure Support Engineer

Summary

Join Thoughtworks as a senior Infrastructure Support Engineer to maintain technical excellence and operational efficiency in cloud environments, with a focus on client transition to agile practices.

Requirements

• Hands-on experience in using CI/CD tools such as Jenkins, CircleCI or Gitlab for executing deployments
• Knowledge of Infrastructure as Code (IAC) tech stacks such as Terraform, Ansible, ARM or Cloudformation to provision and manage infrastructure
• Working experience in using observability tools for logging, monitoring, tracing and alerting, e.g.: Datadog/PrometheusGrafana, ELK/EFK/Splunk
• Experience in supporting at least one public cloud, e.g.: AWS, Azure or GCP
• Hands-on experience executing most common operations in managing workloads on any container ecosystem tech stacks. e.g.: Docker, Kubernetes, Openshift, etc
• Understanding of system performance tuning and scaling to handle common heavy load scenarios along with concepts of highly available systems and basics of disaster recovery solutions
• Experience operating a Linux OS such as RHEL or a Debian-Based OS and are familiar with most common Linux OS operations and commands, reading and tweaking Bash scripts and managing runtime environment configurations such as Env Vars, Logs, etc
• Experience supporting backend storage solutions such as SQL and NoSQL databases, e.g.: Postgres and MongoDB, and caching solutions such as Redis and Memcached
• Experience in networking configuration and security, and are familiar with common networking setup and security practices, e.g.: loading, balancing, proxies, transport layer security (TLS) and certificate management
• Good understanding of fundamental concepts of APIs such as request, response, headers, authentication, JSON payloads, etc
• Strong communication and articulation skills, proficient in English and able to confidently hold a Q&A discussion with senior stakeholders
• People skills with an emphasis on close collaboration with multiple, cross-functional teams from the client side or Thoughtworks
• Ability to work under pressure and with composure during production incidents
• Strong analysis, deduction and reasoning skills, with the ability to identify patterns in data and draw conclusions
• Strong drive and ownership to sign up and deliver work when called upon without being too concerned with role boundaries

Responsibilities

• Keep a vigilant eye on the operations of shipped products and services following the agreed upon “Eyes on glass/Follow the sun” engagement models
• Monitor product/service operations against key performance indicators defined by the business and take necessary actions in response to detected deviations
• Define and document the appropriate responses to various kinds of incident scenarios in collaboration with the Service Reliability Engineering (SRE) team and client stakeholders, and prepare runbooks
• Reduce the human effort in day-to-day operations by automating operations, using the latest tech stacks befitting the task and improving the overall efficiency of the entire team as time progresses
• Be the first responder to incidents in production/other high-value environments and execute the appropriate response as established by runbooks or based on your judgment of incidents
• Initiate or establish communication to the Level 3 support team, setting up war rooms for incident response, coordinating with tech leads, SRE leads and development teams to resolve incidents, as necessary
• Prepare incident root cause analysis (RCA) and postmortem reports, explaining analyses and outlining preventive measures to clients; Collaborating with SRE, development teams or independently, your role is to ensure clear communication and proactive steps for future incident prevention
• Implement service/product reliability improvement in collaboration with service reliability engineers by writing infrastructure/observability configuration code

Benefits

No one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you