SaaS Operations Engineer

Job description

Introduction
IBM Connected Vehicle Insights (CVI) team is looking for a motivated SaaS operations engineer to join our mission in supporting growing customer business by applications running in our public cloud. CVI is usually provided as a dedicated SaaS for our world-wide customers in multiple industries including automotive, insurance, etc, to build a connected vehicle services by retrieving, managing and analysing big data from vehicle sensor data. CVI also provides near-real time analytics and decision making in connected vehicles that may be used for emerging autonomous driving service as well as for advanced car insurance services, and so on.

This technical role is focused on maintaining SaaS based cloud services, automating wide ranges of tasks to reduce toils in security patching and build deployment, isolating problems, interacting with other teams to keep the service stable. You will become a part of the global SaaS operation team, play a major technical role contributing to operation excellence in order to modernize day-to-day delivery and operation by a new engineering methodology like SRE.

We are looking for candidates who have experience in SaaS operation. The candidate should be familiar with a variety of software engineering concepts, including practices and procedures related to Cloud technologies. Willingness to learn while performing a variety of tasks to ensure the success of the project while working as part of a high-performance team is critical.

Your Role and Responsibilities
The successful candidate will be part of the SaaS operations team for IBM Connected Vehicle Insights offering. You will help maintain and support the SaaS offering which is provided as a dedicated SaaS for each customer. You will have a key role in the operations team helping define and implement process to maintain security and compliance, performing day-to-day deliveries and operations on SaaS. Your responsibilities will include:
·  Execute day-to-day tasks on SaaS as part of the global operation team members in multiple geographies in order to keep providing 24x7 support for our customers.
·  Be able to cover as much day-time for Europe as possible (e.g. 8:00 thru 17:00 UTC)
·  Communicate with customers (typically with the IBM’s Consulting service team) to solve customer's issues or handle specific requirements for customizations (e.g. custom plug-in deployment) to tailor the service
·  Manage SaaS inventories and security fixes (e.g. kernel/non-kernel OS level patches).
·  On-call support including pager duty alert handling as both of the first and second responders.

Required Technical and Professional Expertise

·  Excellent oral and written communication, teamwork skills
·  Strong communication and analytical skills
·  Experience of SaaS operation
·  Experience of on-call support by using pager duty service
·  Basic knowledge of Linux, Java(JVM), network, security and hardware (e.g. VSI and BareMetal on IBM Cloud, etc)

Preferred Technical and Professional Expertise

·  Basic knowledge of Maximo, Liberty, DB2 and Hadoop is preferred. Experience of troubleshooting on some of those areas is welcomed.
·  Basic Knowledge of DevOps and its languages/tools (e.g. bash, python, ansible, elastic stack and influxdata) is welcomed.
·  Experience in implementing and executing some of SRE (Site Reliability Engineering) methodology