Associate Production Engineer (Incident Management)

at  WP Engine

We engage the most inspired minds to do their best work wherever they work best—powering the freedom to create worldwide.
WP Engine is the most trusted WordPress technology company, powering over 1.5M digital experiences in 150+ countries for businesses of all sizes. WP Engine’s all-in-one platform enables customers to design, build, power, and manage extraordinary WordPress, eCommerce, and headless sites—all thanks to a nonstop commitment to innovation, award-winning WordPress expertise, and a set of core values that guides us every day.
What’s Cool About This Job (Australia Based)
At WP Engine, our customer focus has driven significant growth, creating opportunities to tackle complex problems at scale and deliver new products that make our platform the go-to choice for online agility. As a Hybrid Technical Production Engineer & Incident Manager, you will play a crucial role in elevating our platform’s scale and functionality while ensuring robust incident management.
We believe in hiring the best and fostering an environment where excellence thrives. If you are intelligent, adept at problem-solving and communication, a diligent worker, and an excellent team player, you may be the engineer and incident manager we are looking for.
The Day to Day

Technical Engineering:

• Manage all aspects of our production infrastructure, including monitoring, alerting, investigating, and resolving infrastructure challenges.
• Execute production changes, manage deployments, and oversee patching pipelines.
• Contribute to platform tools and automations, engage in infrastructure lifecycle management, cost control efforts, and support numerous systems and services.
• Research and evaluate production alert trends, develop recommendations, and implement improvements to enhance system performance and reliability.
• Participate in a rotating on-call schedule, providing support and rapid response to production issues.
• Work closely with Product Management to ensure frequent, incremental changes align with customer success goals.
• Foster a culture of learning and professional development among engineers through mentoring, leading workshops, or developing educational materials.
• Actively participate in platform-related initiatives, providing recommendations and advocating for changes that promote platform health, stability, and maintainability.

Incident Management:

• Serve as the single point of contact for global teams on complex escalated issues.
• Facilitate communication and escalation across WP Engine teams and possibly the entire organization, driving incidents to complete resolution.
• Ensure appropriate leadership communication during critical issues.
• Document incidents for root cause analysis and impact analysis post-resolution.
• Track and analyze trends of escalated issues, highlighting and accounting for areas of risk.
• Onboard new engineering teams and products to the Incident Management process as the company continues to grow.
• Advise on iterative improvements to the Incident Management process over time.
• Define and document ITSM processes ensuring alignment with ITIL4 standards and best practices.
• Conduct maturity assessments and gap analysis to identify areas for improvement in existing ITSM processes.
• Establish key performance indicators (KPIs) to measure the effectiveness and efficiency of ITSM processes.
• Engage regularly with stakeholders to develop, manage, and refine the ITSM processes.

Your Expertise and Passion

• History of continuous learning and ability to stay engaged in technology trends.
• Natural problem-solving abilities, an inquisitive personality, and an eagerness to tackle customer challenges.
• Excellent written and oral communication skills.
• Track record of supporting resilient, scalable, enterprise-grade solutions while fostering an agile and SRE mindset.
• Ability to multitask effectively, especially during high-pressure situations.
• Developed written and verbal communication skills for both technical and executive leadership audiences.
• Ability to command a situation and refocus conversations when necessary, including those involving senior leaders.
• Breadth of technical knowledge, especially in cloud infrastructure and LAMP stack technologies.
• Proven track record in managing escalations with defined operational procedures.

Desired Skills

• Bachelor’s degree in Computer Science (or a related field), or equivalent industry experience.
• Working knowledge of the LAMP stack (Linux, Apache, MySQL, PHP); experience with NGINX, DNS, Git, and Bash Scripting.
• Proficiency in Python; familiarity with WordPress, Jenkins/CloudBuild, Ansible, and Cloud Computing platforms.
• Experience with containerization technologies such as Docker and Kubernetes.
• Strong troubleshooting skills, a sense of responsibility and ownership, and a proven ability to maintain high productivity levels.

Bonus Points For Experience With

• Stackstorm

Please refer the Job description for details