استخدام شرکت همراه کسب‌وکارهای هوشمند

شرکت همراه کسب‌وکارهای هوشمند در تهران جهت تکمیل کادر خود از واجدین شرایط زیر دعوت به همکاری می نماید.

Description

job title

At EBCOM, a subsidiary of MCI (Hamrah-e Aval), we are looking for a Senior Technical Operations Support Engineer to join our dynamic team. In this role, you'll be at the forefront of identifying and resolving technical issues across our production systems, ensuring seamless service delivery and operational excellence. Your expertise will directly impact the stability and performance of our services, collaborating with cross-functional teams to uphold the highest standards of quality and efficiency.
Key Responsibilities:
Technical Support (TS)
Identify errors and investigate abnormal events in production systems, ensuring timely resolution
Handle user and internal technical requests and incident management (escalating where necessary)
Diagnose and troubleshoot software or system issues across the full stack, from frontend to backend
Collaborate with development teams for identifying root causes and facilitating the swift resolution of issues
Create and maintain detailed documentation on known issues, workarounds, and solutions
Contribute to knowledge base articles for recurring technical issues and common requests
Provide continuous feedback on recurring issues to help improve system robustness and support processes
Quality Assurance (QA)
Perform operational and stability testing in production environments to ensure services run smoothly
Validate service quality post-deployment, ensuring that the service meets business and technical requirements
Monitor and analyze service quality indicators (KPIs) to ensure that services meet performance and availability standards
Assess the impact of releases and changes on production and ensure that they do not introduce any issues
Collaborate with development and product teams for bug identification and resolution in the production environment
Ensure that change management processes are followed in testing and deploying new releases
Business Impact & Cross-Team Collaboration
Engage with product teams to understand business requirements and translate them into operational strategies
Assess the business impact of production issues and provide rapid support for mission-critical services
Provide feedback and recommendations for process improvements, ensuring that operational support is aligned with business goals and product roadmap
Workflow & Documentation Management
Use Jira for managing workflows, tracking incidents, and coordinating tasks across multiple teams
Maintain detailed documentation of operational procedures, known issues, and solutions using Confluence
Collaborate with teams to keep all documentation up-to-date and ensure that relevant technical information is easily accessible
Required Technical Skills:
Programming knowledge (e.g., Python, Java, or similar) for troubleshooting, automating processes, and understanding the root cause of technical issues
Strong experience in technical support in production environments, troubleshooting software and system issues
ds-on experience with operational testing in production, particularly in live production environments
Familiarity with YouTrack for tracking workflows, managing incidents, and coordinating technical tasks
Experience using Postman for API testing and troubleshooting
Proficiency in VSCode for code debugging and editing in a production context
Extensive experience with ELK (Elasticsearch, Logstash, Kibana) for log aggregation, analysis, and troubleshooting
Familiarity with Jira for managing technical workflows and incidents
Expertise in Confluence for documenting operational procedures, technical information, and internal knowledge
Familiarity with CI/CD pipelines and an understanding of how operational support integrates with development processes
Experience working with monitoring tools (e.g., Zabbix, Prometheus, Grafana) to diagnose system performance and availability issues
Knowledge of quality assurance processes, especially related to service validation and deployment testing
Strong understanding of service quality indicators (KPIs) and their relevance to service reliability and performance:
Problem-Solving & Analytical Skills
Strong analytical mindset for diagnosing complex production issues, understanding system behavior, and providing solutions
Ability to perform root cause analysis (RCA) and communicate technical findings to non-technical stakeholders
Proven experience in troubleshooting incidents and providing rapid and effective support in a production environment
Familiarity with bug tracking and the ability to prioritize issues based on business impact
Soft Skills:
Excellent communication skills to effectively liaise with product, development, and operations teams
Ability to work under pressure and provide timely resolutions during critical production incidents
Strong collaborative skills for working in cross-functional teams and aligning operational support with business objectives
Solid documentation and reporting skills to ensure transparency and knowledge sharing across teams
Work Conditions:
Active participation in post-deployment monitoring and incident management activities
Close collaboration with product, development, and operations teams to ensure service quality and stability
Nice to Have:
Experience with automation testing tools (e.g., Selenium, JUnit, etc.)
Familiarity with cloud environments and related cloud monitoring tools
Knowledge of ITIL processes (Incident, Problem, and Change Management)
Familiarity with Agile development methodologies
Experience with other testing tools

Senior Technical Operations Support Engineer

متقاضیان واجد شرایط می توانند با کلیک روی لینک تکمیل فرم استخدام، رزومه خود را ارسال نمایند.

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