Senior Infrastructure Support Engineer

Summary

Join Thoughtworks as a Senior Infrastructure Support Engineer and play a vital role in maintaining technical excellence and operational efficiency in cloud environments. You will help clients transition to agile practices, monitor infrastructure performance, respond to incidents, and maintain resources sustainably. Responsibilities include monitoring product operations, defining incident responses, automating operations, and acting as the first responder to incidents. You will also prepare RCA reports, implement service improvements, and collaborate with cross-functional teams. Thoughtworks offers a supportive culture with opportunities for professional development.

Requirements

• Have hands-on experience in using CI/CD tools such as Jenkins, CircleCI or Gitlab for executing deployments
• Have knowledge of Infrastructure as Code (IAC) tech stacks such as Terraform, Ansible, ARM or Cloudformation to provision and manage infrastructure
• Have working experience in using observability tools for logging, monitoring, tracing and alerting, e.g.: Datadog/PrometheusGrafana, ELK/EFK/Splunk
• Have experience in supporting at least one public cloud, e.g.: AWS, Azure or GCP
• Have hands-on experience executing most common operations in managing workloads on any container ecosystem tech stacks. e.g.: Docker, Kubernetes, Openshift, etc
• Understand system performance tuning and scaling to handle common heavy load scenarios along with concepts of highly available systems and basics of disaster recovery solutions, and are familiar with failover, backup and recovery concepts
• Have 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
• Have experience supporting backend storage solutions such as SQL and NoSQL databases, e.g.: Postgres and MongoDB, and caching solutions such as Redis and Memcached
• Have 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, and an understanding of standard network protocols and configurations
• Have a good understanding of fundamental concepts of APIs such as request, response, headers, authentication, JSON payloads, etc
• Have strong communication and articulation skills, are proficient in English and able to confidently hold a Q&A discussion with senior stakeholders
• Have people skills with an emphasis on close collaboration with multiple, cross-functional teams from the client side or Thoughtworks
• Have the ability to work under pressure and with composure during production incidents
• Have strong analysis, deduction and reasoning skills, with the ability to identify patterns in data and draw conclusions
• Have strong drive and ownership to sign up and deliver work when called upon without being too concerned with role boundaries
• Be willing to be part of a rotation- and need-based 24x7 available team

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

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