Excellent communication skillsBack-End Engineering TeamOverviewThe Back-End Engineering Team is responsible for the KTLO (Keep the Lights On) aspect of our operations. This includes maintaining and improving the performance, reliability, and security of our tools and services. Their focus areas include lifecycle management, operational support, incident management, and system optimization, ensuring seamless IT delivery and infrastructure stability.Areas of Focus:Lifecycle Management & Vulnerability Management:Keep software and services up-to-date with monthly updates.Identify, report, and mitigate security vulnerabilities.System Reliability & Incident Management:Monitor system performance, uptime, and reliability.Handle incident response and management using ServiceNow and PagerDuty.Conduct blameless postmortems to analyze incidents and create actionable items for system improvements and prevention of future occurrences.Performance Tuning & Disaster Recovery:Optimize system performance through regular analysis and improvements.Develop and implement disaster recovery plans to ensure business continuity.Capacity Planning & Change Management:Plan and manage system capacity to meet future demands.Coordinate and execute change management processes.Observability & Audits:Implement monitoring solutions, alerting, and dashboards.Conduct regular audits to ensure compliance with standards.User Support & Documentation:Provide user support through Slack, email, and ServiceNow requests.Create and maintain detailed documentation.Maintenance Window Support & On-Call Duties:Manage and support systems during maintenance windows.Participate in on-call rotations to provide 24/7 support.A Day in the LifeIncident Management:Handle incidents reported in ServiceNow and PagerDuty as the primary contact.Identify and resolve issues to maintain system stability and reliability.Perform blameless postmortems to analyze incidents and implement preventive measures.Request Fulfillment:Monitor and manage the ServiceNow request queue.Fulfill user support requests within the three-day SLA.Provide assistance through various channels such as Slack, email, and ServiceNow.Lifecycle Management & Vulnerability Management:Conduct regular lifecycle management activities, including applying patches and updating software versions.Perform vulnerability assessments and implement necessary security measures.System Performance & Change Management:Participate in performance tuning and system optimization tasks.Engage in change management processes, coordinating and implementing infrastructure or tool changes.Working the Backlog:Address tasks from the Azure DevOps (ADO) Kanban board, focusing on high-priority items.Collaborate with the team to ensure tasks are completed efficiently and effectively.Participate in planning and prioritization meetings to determine the next set of tasks.Documentation & Compliance:Create and maintain documentation for systems, processes, and changes.Ensure compliance with internal and external standards through regular audits.Maintenance Window & On-Call Duties:Provide support during scheduled maintenance windows.Participate in on-call rotations to ensure continuous support and quick resolution of issues.
