Tech Lead Engineer: Hosting Services, Cape Town

KEY COMPETENCIES

• Have excellent problem-solving skills to identify any issues or problems and assess the severity of the problem, determine an appropriate approach to solving problems, develop plans for implementing solutions etc.
• Have good verbal and written communication skills
• Have a high level of client service orientation
• Be self-driven and have high energy levels
• Be organized and assertive
• Be a logical thinker
• Be able to work independently with a high level of responsibility

KEY PERFORMANCE AREAS

• Support the production environment, upgrade, security management, disaster recovery
• Setup and configure the Production, SIT and Dev environments
• Implement and maintain associated system configurations
• Provide support function to internal teams and clients
• Extensive troubleshooting experience with software solutions
• Ensure that communication channels are established with all clients at a technical level
• Investigating production related queries as raised by business or external parties
• Ensure that adequate testing has taken place before implementing new systems or changes to existing systems
• Ensure that periodic tests are executed at the DR site
• Ensure that failover procedures are documented and kept up to date
• Ensure that all technical documentation is maintained and product enhancements periodically reviewed
• Ensure effective monitoring systems and the building of tools, dashboards and automated processes to empower the product and organizational
• Test any new system releases / upgrades from Development or Service Providers
• Ensure that a testing schedule and procedure is available
• System Maintenance (Production and Test)
• Be the SME for the hosted service

RESPONSIBILITIES

• Strong written and spoken communication skills
• Analytical and logical problem-solving skills
• Provide support to customer via excellent written and spoken skills
• Provide process enhancements and recommendations
• Responsible for recurring system changes on the environments
• Provide solid technical foundation to/across all of our customer environments
• Proactively manage the customer environments
• Ensure that all incidents are logged and effectively managed, resolved and escalated if necessary
• Identify trends across customer base and feedback observations and assessments
• Revision of technical documentation and specifications as part of troubleshooting process and contributing to the Knowledge base
• Detailed investigation and analysis of incidents which might include, but is not limited to:
  • Analysis using tools like SQL Profiler, Network sniffers and Windows Performance Monitor
  • The ability to write and edit scripts or simple programs
  • SQL and TSQL scripting to query and update database contents
  • Linux and Windows OS skills required
  • Participate in incident escalations and resolution, which may occur after hours

SKILLS AND EXPERIENCE

• A tertiary IT, Software or Engineering qualification
• Understanding of Linux from an administrative perspective: core fundamentals, command-line operations, scripting, service monitoring, IP tables, networking tools.
• Experience with micro services/containers: eg. Docker, Kubernetes
• Strong network troubleshooting skills (e.g. Wireshark)
• Some understanding of APIs: SOAP, REST or similar
• Network protocol and security knowledge (e.g. TCP, UDP, DHCP, DNS, SSL)
• Certificate management and understanding
• Experience with building and maintaining modern monitoring, analysis and diagnostics systems, e.g. Prometheus, Splunk, or similar.
• Strong JSON/XML understanding with configurations and management
• Application server experience reading of system logs and writing of scripts
• Advantageous: Scripting experience: eg. JSON objects for monitoring purposes
• Advantageous: Experience in querying SQL databases for analytical and diagnostic purposes would be beneficial
• Advantageous: Proficiency and experience working with cloud environments.