Operations Engineer

Description:

Main Responsibilities

The role works as part of a shift-working team providing 24 hour operational support, incident management and stakeholder communication for a range of BBC platforms and services.
 

• To be part of a team working on a 24/7/365 shift pattern to provide operational support for BBC internal applications, hosted across both AWS and on-prem environments.
• Use a diverse range of monitoring and diagnostic tools to identify and diagnose complex service impacting issues across a range of technologies and platforms.
• Manage incidents from tasks to major incidents, whilst fixing or liaising with product teams to resolve issues adhering to SLAs.
• Accurately log incidents and document investigation actions in line with ITIL and operational best practices.
• Carry out complex stakeholder management to explain information to technical and non-technical audiences. This includes communications to large, diverse audiences following incidents and acting as the point of contact for operational management.
• Thoroughly handover information across shift changes.
• Contribute to efficiency and technical improvements of the operations team including documentation, process, and OPs Dev.

Are you the right candidate?

• Experience of 1st and 2nd line operations within a professional environment.
• Familiarity with using a range of diagnostic and monitoring tools.
• Experience of logging and managing incidents in an operational environment in line with ITIL best practice.
• Operational experience of incident prioritisation according to service impact.
• Experience of complex stakeholder management of both internal and external partners with wide ranging levels of seniority and technical understanding.
• Able to independently and intuitively problem solve in time critical situations.
• Operational experience across cloud platforms, particularly AWS.
• Knowledge of web architecture, IP networking, and CDNs.
• Operational command line experience of Linux.
• Experience with on-prem infrastructure, particularly VMware.