SaaS Operations Engineer( Portfolio Companies: Sitecore)

Company Description

IGT 1 Outsourcing Lanka (Private) Limited, hereafter referred to as ‘IGT 1 Lanka’, is a Port City registered offshore company owned by three of the largest private equity companies, and a sister company of the largest Sri Lanka technology company, IFS.

We are committed to reinventing company success via offshore growth, expansion, diversity, and an unwavering pursuit of quality. As a leading provider of technology and employee offshore services, we help organizations all over the world navigate the complexities of the modern business environment. Our goal is to provide our customers with an operation that maximize operations, spur growth, allows them to develop and deliver world-class SaaS platforms, and create long-term value.

At IGT1 Lanka we believe that our people are the key to our collective success. We have developed a workplace culture that promotes diversity, teamwork, and ongoing education. We are presently a team of 300+ employees with a plan to double this capacity in the next 12 months.

As such, we are always on the lookout for talented individuals who share our passion for innovation and excellence. Joining IGT1 Lanka means becoming part of a forward-thinking organization that is shaping the future of business within the vibrant new Port City. Together, we can drive change, push boundaries, and build a smarter, more connected world through our offshore operation.

Job Description

Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers.

About the Role/ The Opportunity:

You will be working directly with the production systems behind all Sitecore SAAS offerings and will be executing SAAS operations required for end-to-end service delivery to our customers and resolve incidents as a level 2 support engineer.

You will be coached in these efforts by a technical lead.

You will collaborate with global colleagues from the SAAS operations team, as well as with colleagues from level 1 and level 3 support.

As a member of the team providing Sitecore’s global 24/7 coverage, your work hours and schedule may vary according to the company’s needs and in compliance with local legal requirements, and you may be required to work hours or shifts outside your regular schedule. You will be paid any overtime or additional compensation or offered time off in lieu, to which you may be entitled based on your work hours, in accordance with applicable law and company policy.

What You’ll Do:

• Execute standardized services from our service catalogue without supervision
• L2 Incident handling based on existing troubleshooting guides
• Play an active role in the incident management process
• Contribute to root cause analysis effort
• Reply to customer requests via ticketing tool
• Application and infrastructure deployment and maintenance services
• Monitoring and event management
• Collaborate with other engineering teams to deblock service delivery or incident resolution
• Can be counted on to delivery qualitative work
• Make improvements to runbook under supervision of the Manager, SaaS Operations Delivery

This job requires the candidate do work for a (EMEA) EU Shift from Monday to Friday

Qualifications

• Microsoft Azure Fundamentals (AZ-900) Certification
• At least 1 more certification in Linux, AKS, Elastic or Redis
• 1-2 Years proven track record in Azure and/or AWS cloud technologies
• 1-2 Years experience with NoSQL databases like Redis, Elastic Search, Mongo DB etc.
• 1-2 Years experience in containerization and microservices technologies
• 2-3 Years of experience with Linux and understanding of Linux based software stacks
• Hands-on experience with ITSM tools like Jira Service Desk, Service Now, etc.
• Knowledgeable about on-call management tools like OpsGenie, PagerDuty, etc.
• Bachelors degree preffered 
• Experience as an L1 or L2 support engineer
• Out of the box problem solving and troubleshooting skills
• Excellent written and spoken knowledge of English
• Focused on customer success
• Be a team player
• Attention to detail

Additional Information

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community. #Li-Hybrid