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Gracenote's Service Operation Support (SOS) team 💪
Each of Gracenote's verticals faces distinct challenges, from servicing billions of requests a day for the music business to providing data for global TV programming information in the Video business, to dealing with the dynamics of Real-Time Sports Data.
To meet the 24/7/365 requirements of our customers and internal groups like Engineering and Customer Care, Gracenote has created the Service Operation Support (SOS) team. With a goal of meeting the company's internal and external needs, the SOS group is working to create a modern, scalable, and highly automated platform for comprehensive monitoring, alerting, and troubleshooting for our heterogeneous infrastructure and a large number of application components. Our customers demand accurate and up-to-date data, and the SOS group has been built to ensure that we deliver it.
Job Purpose: 🎯
In Service Operation Support, the successful candidate will be responsible for ensuring reliable and on-time product data delivery and supporting the overall operation of the SOS group.
Job Description: 📝
- Resolving or escalating issues from submission/detection to fulfillment/resolution.
- Working a rotating schedule (including on-call shifts) within your team.
- Primary duties include proactive and reactive service monitoring, technical triaging, incident management, and providing status updates and communications to management as required.
- Passion for automation and quality.
- Understanding the interaction between Legacy and Current Systems, On-Premises and Cloud, and the desire to constantly make things better.
Responsibilities: 🛠️
- Identifying common issues and working toward long-term solutions.
- Excellent problem-solving/analytical skills.
- Maintaining & monitoring production applications and systems.
- Internal documentation.
- Working closely with management, DevOps, and Engineering teams to execute tasks.
- Working on defined SLAs to ensure clients receive the best services.
- Identifying opportunities for process improvement.
- Managing and prioritizing multiple work requirements.
- Ability to work independently.
Role Requirements / Desired Skills: 📚
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 1-4 years of experience working in the role of Support Engineer / Product Support Engineer / Application Support Engineer.
- Ability to read and write various programming languages such as Java, .Net, SQL.
- Experience with and knowledge of both Relational and Non-Relational Database and Data Stores (MSSQL, MongoDB, Kafka, etc.).
- Experience with AWS or other cloud platforms.
- Proficiency in Networking in both Physical and Cloud Environments.
- Superior written and oral communication.
- Ability to work independently and as part of a team.
- Problem-solving skills.
- Excellent time management skills.
- Passion for data, attention to detail, intellectual curiosity, and a love of problem-solving.
Additional skill set (Good to have): 💡
- Knowledge of GIT, Jenkins, and other Continuous Integration services.
- Experience with knowledge base creation and Technical documentation skills.
- Affinity with Video, Music & Sports domain.
- Interest in understanding and brainstorming about architecture.
- Knowledge of other technologies like orchestration tools, database optimization, server/application optimization.
- Experience with DevOps practices and software.
- Passion for exploring/understanding new programming languages.