Tech Ops Engineer

Our Technical Operations Engineer will provide technical operations expertise and thought leadership towards our core mission of empowering individuals, corporations, universities, public sector, and health insurance companies to use technology in a simple but powerful way to give them greater control of their healthcare needs. This role supports our operations, products, and growth with the tools and solutions to meet market demand in a 24x7 globally distributed environment. You will be at the intersection of technical operations, product engineering, cloud computing, and complex data environments and will need to be deeply experienced in at least three, passionate about all four, and conversant with stakeholders in all. 

You will join us in supporting our large scale, distributed platform spanning across multiple geographic locations. Our platform resides fully in AWS, operates in dozens of markets globally and focuses on ease of use for our customers along with integrity & security for the data they trust us with. 

We are currently seeking a Technical Operations Engineer who will be responsible for monitoring the functionality of our production environments, encompassing systems and databases crucial for supporting vital business operations.This role entails managing incidents and offering real-time support for the LetsGetChecked platform and associated cloud infrastructure, ensuring that service quality aligns with our SLAs and operational requirements. Our Technical Operation Engineers collaborate with peers to independently execute tasks, relying on problem-solving, strong communication and coordination skills which are imperative to seamlessly integrate various functions and fulfill responsibilities for customer's satisfaction. This role entails managing incidents and offering real-time support for the LetsGetChecked platform and associated cloud infrastructure, ensuring that service quality aligns with our SLAs and operational requirements.

Responsibilities 

• Proactively investigate incidents through monitoring, replication, and troubleshooting
• Respond to reported / escalated support incident in a timely manner
• Interact directly with Dev teams to obtain additional information or to provide status updates or resolutions
• Organize and lead conference calls on major incident impacting LetsGetChecked customer
• Update Knowledge Base upon resolution of a support issue to document the solution for future reference
• Ensure Service Level targets are met in a timely fashion
• Monitor systems for performance, troubleshooting and fault analysis
• Participate in on-call rotation for critical after-hours incidents

What we are looking for…..

• BS in Computer Science (or related technical discipline) or equivalent industry experience 
• 2+ years of relevant experience in a Technical Support or Site Reliability role at a company that heavily relies on technology and digital infrastructure
• 1+ years of experience using Jira day to day for issue management and tracking
• ITIL certification or extensive knowledge of ITIL practices
• Knowledge of Cloud Computing environments (preferably AWS)
• Proficient in application monitoring / SIEM tools such as Splunk, Grafana, or Zabbix.
• Analytical and operations-focused, with high attention to detail, excellent communicator, proactive and self-sufficient, with strong organizational, time management, and problem-solving skills 
• 1+ years of experience with SQL Powershell and / or Python.
• Curiosity and desire to learn new processes or technologies.
• Experience using PagerDuty, GitHub and Jenkins

Benefits:

Alongside base salary of $70,000 - $90,000, we offer a range of benefits including: 

• Health, dental & vision insurance
• 401k Matching contribution
• Employee Assistance Programme
• Annual Compensation Reviews
• Flexible PTO Policy and 3 paid volunteer days per year
• Free monthly LetsGetChecked tests as we are not only focused on the well being of our patients but also the well being of our teams
• A referral bonus programme to reward you for helping us hire the best talent
• Internal Opportunities and Careers Clinics to help you progress your career
• Maternity, Paternity, Parental and Wedding leave