D2L Australia Pty Ltd is seeking a full time qualified, Software Engineer.
The Cloud Operations Engineering team contributes to the support and stability of D2L's Cloud solutions by closely monitoring the health and performance of our systems running in AWS and Data Centres around the world.
Working in a 24x7 Cloud based environment a successful candidate in the Software Engineer role plays a key role in analyzing problems, performing troubleshooting, and triaging incidents using D2L’s incident management process and procedures. The Operations Engineering team works closely with D2L’s internal support and infrastructure teams to effectively coordinate rapid resolution of major and minor incidents.
The salary offered is $77,000 per annum plus super.
The tasks and responsibilities of the position include:
• Communicate incident impact and resolution of planned and unplanned infrastructure outages to affected client and management teams
• Maintain SLA timelines for incident identification and resolution
• Using the ITIL (Information Technology Infrastructure Library) framework for: severity assessments; incident triaging process; and contributing to problem investigations
• Improving and refining of internal incident management process and procedures
• Track accurate details of all incidents to improve internal knowledge base
• Specific Responsibilities of the role:
• Incident Communications (Email / Conference Bridge / Group Chats)
• Monitoring of all alerts and monitoring dashboards, ensuring admins are aware of all important events
• Routine Tasks (SSL Cert Renewals, Service Manager Reports, Capacity Management and Planning)
• Meeting with development and infrastructure teams to ensure full monitoring coverage and troubleshooting steps
• Performing troubleshooting and log analysis for application related issues
• Upkeep of process and procedures documentation (using Confluence Wiki)
• Reviewing, approving, and implementing standard changes
• Reviewing change control dashboard ensuring there are no conflicts with other ongoing activities or incidents
• Coordinating Data Center Access Requests
• Coordinating Vendor Maintenance
An applicant should have the following qualifications and skills:
• Relevant Bachelors Degree in ICT/Software Engineering
• At least 2 years full time work experience in:
o Experience troubleshooting Windows systems
o Understanding of common IT architecture (basic understanding of networking and virtualization technologies)
o Basic understanding and practical knowledge of Linux/Unix systems
o Investigating and triaging Web application problems
o Hands-on experience with AWS (Amazon Web Services)
o Experience with using various monitoring applications and tools (examples: Pingdom, Zenoss, OpsGenie, AppDynamics, Grafana)
o Previous experience in technical customer service role
o Experience with ticket-tracking systems and ticket-queue management (ex: ServiceNow)
o Experience coordinating incidents and/or knowledge of ITIL framework
The Cloud Operations Engineering team contributes to the support and stability of D2L's Cloud solutions by closely monitoring the health and performance of our systems running in AWS and Data Centres around the world.
Working in a 24x7 Cloud based environment a successful candidate in the Software Engineer role plays a key role in analyzing problems, performing troubleshooting, and triaging incidents using D2L’s incident management process and procedures. The Operations Engineering team works closely with D2L’s internal support and infrastructure teams to effectively coordinate rapid resolution of major and minor incidents.
The salary offered is $77,000 per annum plus super.
The tasks and responsibilities of the position include:
• Communicate incident impact and resolution of planned and unplanned infrastructure outages to affected client and management teams
• Maintain SLA timelines for incident identification and resolution
• Using the ITIL (Information Technology Infrastructure Library) framework for: severity assessments; incident triaging process; and contributing to problem investigations
• Improving and refining of internal incident management process and procedures
• Track accurate details of all incidents to improve internal knowledge base
• Specific Responsibilities of the role:
• Incident Communications (Email / Conference Bridge / Group Chats)
• Monitoring of all alerts and monitoring dashboards, ensuring admins are aware of all important events
• Routine Tasks (SSL Cert Renewals, Service Manager Reports, Capacity Management and Planning)
• Meeting with development and infrastructure teams to ensure full monitoring coverage and troubleshooting steps
• Performing troubleshooting and log analysis for application related issues
• Upkeep of process and procedures documentation (using Confluence Wiki)
• Reviewing, approving, and implementing standard changes
• Reviewing change control dashboard ensuring there are no conflicts with other ongoing activities or incidents
• Coordinating Data Center Access Requests
• Coordinating Vendor Maintenance
An applicant should have the following qualifications and skills:
• Relevant Bachelors Degree in ICT/Software Engineering
• At least 2 years full time work experience in:
o Experience troubleshooting Windows systems
o Understanding of common IT architecture (basic understanding of networking and virtualization technologies)
o Basic understanding and practical knowledge of Linux/Unix systems
o Investigating and triaging Web application problems
o Hands-on experience with AWS (Amazon Web Services)
o Experience with using various monitoring applications and tools (examples: Pingdom, Zenoss, OpsGenie, AppDynamics, Grafana)
o Previous experience in technical customer service role
o Experience with ticket-tracking systems and ticket-queue management (ex: ServiceNow)
o Experience coordinating incidents and/or knowledge of ITIL framework
