Software Engineer- Operations

General DescriptionAn Operations Software Engineer's primary objective is to ensure the uptime and reliability of critical components of high-end applications, particularly during weekends or after business hours, based on the operations team's shift schedule. Key responsibilities include monitoring and troubleshooting system issues, escalating to the appropriate teams when necessary, and ensuring systems run within expected parameters. The role also involves identifying and communicating root causes, documenting problems, and resolving issues swiftly. Additionally, the engineer is responsible for installing and setting up products to guarantee optimal performance and customer satisfaction.
Duties/ Responsibilities1. Act as the initial point of contact for customer system-related concerns.2. Maintain a working log detailing all required system updates and their completion date within the service desk ticket system.3. Complete detailed reports listing requests for technical assistance, steps taken to resolve them, the specific dates, and individuals involved.4. Meet with the operations team and customers to analyze, troubleshoot, and diagnose system problems.5. Maintain and update technical documents and procedures.6. Identifying and resolving technical issues.7. Maintaining an FAQ document of the most frequent issues and the steps to ensure resolution. Required Skills/Abilities: Proficient in Microsoft Office SuiteProficient Analytical skills (data and information) Ability to write computer programs for various purposes.Ability to analyze and address the needs of users.Thorough understanding of computer engineering principles and procedures.
Qualifications Bachelor’s degree in computer science, information technology, information systems, IT infrastructure or related technology field.3+ years of experience working/managing/monitoring Microsoft SQL Server databases including T-SQL, with a special focus on troubleshooting potential data and performance-related situations.2+ years of experience working/managing/monitoring Microsoft SQL Server Integration Services (SSIS) packages or Azure Data Factory and ETL jobs execution from the operations perspective to help troubleshoot potential issues.2+ years of experience using T-SQL for developing and troubleshooting database objects such as stored procedures and functions.Relevant experience in a customer-facing position that involved technical knowledge of a company's products and services.Experience working/managing SQL Analysis Services, Reporting Services, and Power BI from the operations and developer perspective is a plus.Microsoft certifications related to SQL Server or Azure are a plus:Azure Data Engineer AssociateAzure Database Administrator AssociatePower BI Data Analyst AssociateMicrosoft Certified Solutions Associate (MCSA: SQL 2016 Database Admin or MCSA: SQL 2016 Database Dev)Python and/or PowerShell to create or maintain scripts for operations automation is a plus.Experience working with Advanced Installer for building, customizing, and automating software installation packages, including MSI creation, updates, and troubleshooting is a plus.Experience in deployments automation and managing infrastructure using tools like Azure DevOps pipelines or similar platforms is a plus.Experience working with IT processes in the healthcare industry or SOC 2 compliance is a plus.Knowledge of the full software development lifecycle (SDLC).Ability to prioritize and manage several milestones efficiently is expected.Experience working with different operating systems including Windows.Comfortable with providing technical support to team members and clients to resolve issues efficiently.Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.Able to work in a complex and fast-changing environment.Meet deadlines for assigned tasks and scheduled deliverables.Professional written and interpersonal skills (in both, Spanish and English) are essential when communicating with internal and external customers.