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Personetics Operations Support Engineer United Kingdom, England, London 670781862
25.03.2025
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Responsibilities Requirements Nice to have
- Serve as the Application Support Level 1 technical point of contact for Personetics SaaS customers.
- Monitor Personetics Production and Staging environment 24x7x365 to ensure uptime and service availability and to minimize or mitigate any service disruptions
- Integrate and collaborate with the Cloud Operations & R&D teams in the production environment.
- Ensure Personetics network and customers service meet its high standards and SLA.
- Develop and maintain Support standard operating procedures and alerts.
- Handle 1st Level Escalations via phone calls , emails, and ticketing systems for both SaaS and On-premises(calls) customers
- Respond to alerts in real-time, perform initial triage to determine the severity of incidents, provide solutions, or escalate to other teams.
- Manage monitoring tools to ensure proactive monitoring of the SaaS environments.
- Identify and resolve issues pertaining to Kubernetes clusters, pods, and application performance.
- Detection and response to security events according to protocol, including triage and prioritization.
- Alerting the chain of command, security, and/or privacy teams to security events.
- Document incidents, resolutions, and best practices for continuous improvement.
- Create, update, and track support tickets to ensure timely issue resolution.
- Application Monitoring Expert in an enterprise organization - 3-5 years of experience
- Understand the basic concepts of a SaaS application architecture
- Linux CLI experience - Minimum 2 years’ experience
- Using scripting languages – Bash/Perl/Python etc. - Minimum 2 years’ experience
- Strong troubleshooting skills - review and analyze logs
- Will work in shifts 24x7 (8 hours a day) and be available for on-call support as needed
- Ability to assess faults, prioritize, respond, and escalate accordingly
- Understanding of cloud environments (AWS, Azure, GCP) and basic networking concepts
- Capable of multi-tasking, good time management and prioritization of workload
- Experience in managing Kubernetes clusters and associated tools
- Excellent written and verbal communication skills and ability to collaborate effectively across teams
- Kubernetes fundamentals
- Experience in Microsoft Azure portal and tools
- DB and SQL fundamentals
- Information security monitoring related experience
- Knowledge of monitoring tools (e.g., Datadog, New Relic, Coralogix, Nagios, or equivalent)
- Familiarity with CI/CD pipelines and DevOps concepts
- Exposure to log management platforms like ELK stack (Elasticsearch, Logstash, Kibana) , Coralogix or Grafana
- Understanding of API troubleshooting using tools like Postman
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