L2 Support Engineer/DevOps

at  Luxoft

PROJECT DESCRIPTION

Luxoft is one of the major Engineering Services companies world-wide. We deliver professional engineering services in Automotive industry. In the scope of this project, Luxoft is building up a new special-purpose brand new dedicated Service Operations Center targeted to help our customer to ensure the effective delivery of IT services (Operations / 2nd Level Support) in alignment with business needs, managing service performance, ensuring SLSs are met and driving continuous improvement initiatives.

SKILLS

Must have
Fluent in Mandarin/Standard Chinese and English
Shift work is required (night shift)
MUST be located in EU (European Union)
Bachelor’s degree in IT, Computer Science, or a related field
5+ years of experience in IT service management
ITIL certification (preferred)
Commitment to maintaining a stable and secure IT environment
Knowledge of several DevOps Tools (version control, configuration management, continuous integration, continuous testing, network protocols)
Knowledge of the key concepts of DevOps (e.g. Config-as-code, Infrastructure-as-code)
AWS, Docker, Kubernetes, Platform as a Service (PaaS), ELK stack (Elastic Search, Logstash, Kibana), Dynatrace (or similar tool)
Atlassian Toolsuite (JIRA, Confluence and Bitbucket)
Excellent problem-solving and analytical skills
Proactive thinking and taking responsibility for your work
Willingness to work according to Agile/Scrum methodologies
Proven experience in incident, problem, and change management.
Experience with root cause analysis (RCA) and incident/problem resolution
Strong leadership and communication skills
Nice to have
AWS Certified Cloud Practitioner
Accreditation and experience across at least one of the three main public cloud providers (AWS, Azure, GCP)
Ability to work effectively within a globally distributed team with stakeholders and development team members spread across multiple locations
Exposure to understanding and managing complex project and program delivery
Experience within Automotive and from working in an international environment

adhering to support processes, workflows and support SLAs
evaluating and documentation impacts on the product itself
developing solutions by taking into account the product development team if this expertise is
implementing a workaround which may be used by the feedback reporter (this is optional)
initial evaluating of the support request in order to identify if the support request is a support case or not
checking if the support case can be solved by using mechanism which are part of the product delivery itself. Developing of solutions for support cases (e. g. work around, scripts) are not allowed within 2nd level support activities
regularly ensure that all 2nd level are in its corresponding state according to the defined workflow
documentation of relevant information, especially solutions within the support ticket
documentation of recurrent information into a support FAQ to increase support processing time
assigning support requests to the most likely editor outside of 1st to 3rd level support roles (e. g. IT infrastructure topics, 3rd party tooling impediments)
assigning support cases to the most likely editor in it’s 3rd level support role if support case cannot be handled within 2nd level support