Senior Infrastructure Support Engineer

Customer Supportposted 5w ago

As a senior Infrastructure Support Engineer, you play a vital role in maintaining technical excellence and operational efficiency, with a primary focus on cloud environments. You'll help clients through the transition to agile, value-focused practices, emphasizing shared responsibility and continuous improvement. You will monitor infrastructure performance, respond to incidents promptly and maintain resources in line with modern standards, incorporating sustainable practices.

Job responsibilities

You will keep a vigilant eye on the operations of shipped products and services following the agreed upon “Eyes on glass/Follow the sun” engagement models.
You will monitor product/service operations against key performance indicators defined by the business and take necessary actions in response to detected deviations.
You will define and document the appropriate responses to various kinds of incident scenarios in collaboration with the Service Reliability Engineering (SRE) team and client stakeholders, and prepare runbooks.
You will reduce the human effort in day-to-day operations by automating operations, using the latest tech stacks befitting the task and improving the overall efficiency of the entire team as time progresses.
You will be the first responder to incidents in production/other high-value environments and execute the appropriate response as established by runbooks or based on your judgment of incidents.
You will initiate or establish communication to the support teams across all service functions, setting up war rooms for incident response, coordinating with tech leads, SRE leads and development teams to resolve incidents, as necessary.
You will prepare incident root cause analysis (RCA) and postmortem reports, explaining analyses and outlining preventive measures to clients; Collaborating with SRE, development teams or independently, your role is to ensure clear communication and proactive steps for future incident prevention.
You will implement service/product reliability improvement in collaboration with service reliability engineers by writing infrastructure/observability configuration code.

Job qualifications

Technical Skills

You have hands-on experience in using CI/CD tools such as Jenkins, CircleCI or Gitlab for executing deployments.
You have knowledge of Infrastructure as Code (IAC) tech stacks such as Terraform, Ansible, ARM or Cloudformation to provision and manage infrastructure.
You have working experience in using observability tools for logging, monitoring, tracing and alerting, e.g.: Datadog/PrometheusGrafana, ELK/EFK/Splunk.
You have experience in supporting at least one public cloud, e.g.: AWS, Azure or GCP.
You have hands-on experience executing most common operations in managing workloads on any container ecosystem tech stacks. e.g.: Docker, Kubernetes, Openshift, etc.
You understand system performance tuning and scaling to handle common heavy load scenarios along with concepts of highly available systems and basics of disaster recovery solutions, and are familiar with failover, backup and recovery concepts.
You have experience operating a Linux OS such as RHEL or a Debian-Based OS and are familiar with most common Linux OS operations and commands, reading and tweaking Bash scripts and managing runtime environment configurations such as Env Vars, Logs, etc.
You have experience supporting backend storage solutions such as SQL and NoSQL databases, e.g.: Postgres and MongoDB, and caching solutions such as Redis and Memcached.
You have experience in networking configuration and security, and are familiar with common networking setup and security practices, e.g.: loading, balancing, proxies, transport layer security (TLS) and certificate management, and an understanding of standard network protocols and configurations.
You have a good understanding of fundamental concepts of APIs such as request, response, headers, authentication, JSON payloads, etc.

Professional Skills

You have strong communication and articulation skills, are proficient in English and able to confidently hold a Q&A discussion with senior stakeholders.
You have people skills with an emphasis on close collaboration with multiple, cross-functional teams from the client side or Thoughtworks.
You have the ability to work under pressure and with composure during production incidents.
You have strong analysis, deduction and reasoning skills, with the ability to identify patterns in data and draw conclusions.
You have strong drive and ownership to sign up and deliver work when called upon without being too concerned with role boundaries.
You are willing to be part of a rotation- and need-based 24x7 available team.

Other things to know

Learning & Development

There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you. But we also balance autonomy with the strength of our cultivation culture. This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow. We see value in helping each other be our best and that extends to empowering our employees in their career journeys.

Responsible Use of AI in Recruitment

At Thoughtworks, we use AI tools to support our recruitment team with administrative tasks such as drafting communications, scheduling interviews and writing job descriptions.

Crucially, our AI tools do not screen, assess, rank or make hiring decisions. Every application is reviewed by our team and all selection decisions are made exclusively by our interviewers and hiring managers.

We are committed to fairness and responsible AI. We actively manage our AI systems by testing, monitoring for biased outcomes and implementing mitigation measures. We hold our third-party vendors to these same high standards through a rigorous governance process. For additional information, please see our full Thoughtworks AI Policy for Recruitment.

EEO

Thoughtworks is an equal-opportunity employer. We are committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, military or veteran status, or any other characteristic protected by applicable federal, state, or local law. We prohibit discrimination and harassment of any kind and are dedicated to providing a work environment free from discrimination and harassment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, stermination, layoff, recall, transfer, leaves of absence, compensation, and training.

Thoughtworks is also an affirmative action employer of veterans and individuals with disabilities.

For additional information, please see the Thoughtworks, Inc. Equal Employment Opportunity & Affirmative Action Policy Statement.

US - Work Authorization

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment in the United States.

Accommodations

Thoughtworks is committed to providing reasonable accommodations to qualified applicants with disabilities or sincerely held religious beliefs, practices, or observances, in accordance with applicable law.

If you need a reasonable accommodation to complete any part of the application process, participate in interviews, or otherwise engage in the hiring process, you may request an accommodation by completing this form or speaking with your recruiter. Requests may be made at any stage of the application or interview process.

Once a request is received, Thoughtworks will engage in an interactive process with the applicant to determine an appropriate accommodation. Applicants are not required to disclose medical diagnoses or detailed personal information in order to request an accommodation. All accommodation requests will be handled in a timely, confidential, and respectful manner, consistent with applicable legal requirements.

Requesting an accommodation will not negatively affect your consideration for employment. Company prohibits retaliation against any applicant for requesting an accommodation or participating in the accommodation process. Accommodations made during the recruitment process are not a guarantee of future or continued accommodations once hired. If you are hired by Thoughtworks, and require an accommodation to perform the essential functions of your role, you may be asked to engage in our reasonable accommodation process.

Cancellations

As a technology consultancy, the projects we undertake are subject to change based on client needs and agreements. While we strive for consistency, please be aware that project scope or availability may shift, or projects may even be cancelled, during the recruitment and selection process, which is often outside of our direct control. Should the project related to this vacancy be significantly altered or cancelled, all impacted candidates will be promptly and duly informed of the change

About Thoughtworks

Thoughtworks is a dynamic and inclusive community of bright and supportive colleagues who are revolutionizing tech. As a leading technology consultancy, we’re pushing boundaries through our purposeful and impactful work. For 30+ years, we’ve delivered extraordinary impact together with our clients by helping them solve complex business problems with technology as the differentiator. Bring your brilliant expertise and commitment for continuous learning to Thoughtworks. Together, let’s be extraordinary.

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Salary

Benefits: https://www.thoughtworks.com/en-us/careers/benefits

The annual salary range posted is subject to many factors and may vary depending on experience, geographic location, job responsibilities, performance, skills and/or training.

Salary

$91,000—$137,000 USD

See here our AI policy.