Assignment Description

We are looking for an IT Support Consultant to our client. The role of IT-Support is as Platform Operations Owners.

The person will play an important role in the day to day work in Core Services. Their systems integrate with 3rd party vendors in order to schedule and fulfil services like delivery, assembly of furniture or kitchen installations.

It’s critical that those systems perform as expected to avoid disruptions on their co-workers operations and ending up impacting their customers. The PfOO keep track of the incidents to make sure they are resolved within the agreed SLAs, follow up with the different platforms weekly on operations.

Also, as their systems handle more traffic and implement more capabilities, they need to start defining their SLAs towards their stakeholders and make sure they have the right observability in place so they have clear understanding if their systems perform as expected.

Another important role for the PfOO is the incident manager, since they are aware and keep track of the incidents that impact the team and foster a post-mortem culture to learn about the issues their systems are root cause for.

Requirements:

• The scope of the consultant services is to assist the client in
• Handle communication with platforms like Centiro, FarEye, Zuper, etc
• Follow up on incidents reported to the platforms, so they comply with the agreed SLAs
• Act as stakeholder towards the team, defining the product SLAs and requesting the stories to implement them
• Assist to the operational meetings with platforms to align on issues and define next steps
• Follow up on incidents impacting the products on the area, fostering a culture of reflection and learning through post-mortems
• Together with the team, document and keep up to the date the runbooks for incident response

Desired knowledge, experience, competence, skills etc:

• Good communication skills
• Experience managing operations with 3rd party platforms
• Good knowledge on definition of product SLAs
• Experience with tools like NowIT and Jira Service Desk
• Some knowledge on observability tools, like SignalFX, Splunk and iLert