Support Engineer - Cloud Solutions
- Ingenico India
- 4 - 9 years
- Delhi, NCR
- 5 years ago
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Job Description
Worldline is the largest European player in payment services and the fourth largest player worldwide.
Worldline provides its clients with sustainable, trusted and secure solutions across the payment value chain and offers best-in-class payment services ranging from POS, online payments, omnichannel solutions to issuing & acquiring and digital banking to nearly one million merchants and 1,200 banks and financial institutions. With 20,000 employees and powered by the dedication of some of the brightest talents in the payments industry, Worldline is shaping new ways of paying, living and doing business.
Worldline is organized around 4 global business lines (GBLs) : Merchant Services (MS), Terminals, Solutions & Services (TSS), Financial Services (FS) and Mobility & E-transactional services (MTS)
A key part of the TSS GBLs strategic transformation is the build-up and delivery of a Payments Platform as a Service (PPaaS), internally code-named IN>DX
IN>DXs ambition is to build a world-class, cloud-based Payments Platform as a Service (PPaaS) that empowers our ecosystem of clients and partners to offer their merchant customers state-of-the-art payment and commerce solutions available anytime, anywhere.
Mission:
Support Engineer Hosted Solutions is part of the Operations Team. He/She provides support to a broad range of solutions delivered on the cloud as a service. These solutions are used by customers such like banks, acquirers, FinTech, merchants and provide services enabling payment features (digital receipts, alternative payment methods, reporting, remote POS maintenance, POS fleet management, etc). He/She answers service requests as per agreed SLA/SLO/SLI and fix incidents according to qualified procedures. He/She restores the services when it is down. He/She contributes to improve the support knowledge base and enables first level of support. He/She works in close collaboration with other support entities to improve the overall quality of service.
Accountabilities:
Ensure platform availability and performance
- Pro-actively monitor the platforms to anticipate and detect issues,
- Fix incidents: analyze and investigate platform and application behavior, identify the causes of the issues, and correct them
- Restore service: react on customer or monitoring alerts. Restore faulty services according to defined procedures,
- Solve problems: analyze and understand issues, identify possible actions to solve them, assess consequences of these actions, and implement selected scenarios,
- Provide to SRE and DEVOPS teams the feedback they need to improve reliability and performance of production platforms.
- Contribute to Level 1/2 support training and ramp up.
Ensure solutions users satisfaction
- Provide answers to complex enquiries that requires deep understanding of both applications and platforms,
- Process customer requests (data extraction, processing and analysis, devices and users provisioning, configuration update, permissions and user management, data restoration, etc)
- Process project requests e.g. on migration projects or new customer boardings.
- In collaboration with R&D, anticipate application evolutions and technical roadmap,
- Perform qualification activities (e. g. performance assessment or acceptance tests).
- Advice Level 1 support and customers on the best way to realize complex actions.
Contribute to knowledge base and enable Level 1 support
- Update knowledge base and SOPs based on field experience to improve overall support efficiency,
- Provide feedback and enablement to Level 1 support teams to help them increase their skillset and improve their ability to provide the best possible answers to customers.
Your profile :
Experience:
- Bachelor of Technology or equivalent
- At least 5 years of experience, in supporting complex software-based systems delivered as a Service, in production for external customers, on a public or private cloud.
- Experience working as a support engineer facing aggressive SLAs (three nines and more).
Technical skills:
- Expertise in Linux systems administration
- Experience with support stack and ticket workflows (ticketing systems like Service Now or Jira or equivalent, CMDB systems, alerting systems (Pager Duty), wiki systems like confluence, etc)
- Experience with production and support stack. Ours is made of Grafana, Stackdriver, Prometheus, Elastic Search, Kubernetes and pager duty. Experience with monitoring.
- Cloud experience, ideally public clouds, like Google Cloud Platform (GCP), or Amazon Web Services (AWS).
- Experience handling virtualization, containers, dockers, micro-services based architecture,
- Experience with network technologies (VPN, IP routing, NAT, load balancing, proxy and reverse proxy, etc)
- Able to manipulate SQL and no-SQL databases (e.g. Couchbase) and indexation systems (e.g. Elastic Search).
- Ability to understand complex scripts in python and to write simple ones,
- Ability to understand scripts and environments made using automation technologies (Terraform, Ansible, Puppet, etc)
- Understanding of security stacks (SIEM, multi-factor authentication technologies, security monitoring solutions like Wazuh, and Web Application Firewalls like Cloudflare).
Other skills:
- Ability to become part of a global distributed team. Ability to align to a global and common vision.
- Quality-oriented. Careful not to break anything used in production. Careful not to break others contributions.
- Team player. Ability to contribute in an autonomous way. Pro-active, problem solver. Respectful of others contributions.
- Fluent in English.
- Keen to work in an Agile/SAFE environment.
- Keen to participate to on-duty shifts.
Interested candidates can apply through this job posting or send resume to ja*******a@in*****o.com
Job Classification
Industry: Banking, Financial Services, BrokingFunctional Area: IT Software - Application Programming, Maintenance, Role Category: Admin/Maintenance/Security/DatawarehousingRole: Admin/Maintenance/Security/DatawarehousingEmployement Type: Full timeEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not RequiredContact Details:
Company: Ingenico e-Payments, IndiaAddress: Amco Tower, A-5,6,7, A Block, Sector 9, Noida.Location(s): Delhi, NCR
Keyskills: L2 Cloud support google cloud platform PAAS Ppaas pagerduty cloud support engineer Devops Grafana aws support Google Cloud hosted solutions support engineer Terraform Linux Ansible cloud operations delivering saas cloud production support AWS Puppet Kubernetes Python
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