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Pearson Operations Engineer in Colombo, Sri Lanka

Operations Engineer-Product Technical Operations (PTeOps)

Learner at the heart

Scope

The Operations Engineer receives requests for problem escalation from product support staff, service alerts from monitoring systems, or reports from internal staff. The engineer determines the severity of issues (triage), prioritizes issues, performs diagnosis of system and software components to identify the root cause, and takes or recommends corrective action for resolution. Issue triage includes reproducing errors (product use, data issues, connectivity issues, and/or application malfunction), collecting detailed application and system information and, if necessary, escalating to database or application development staff. Diagnosis includes checking monitoring systems, basic network and application health assessment, operating system level checks, examining the application, database and system log files, exercising various applications, and examining system configuration and database contents. Corrective action includes the use of application tools to correct configuration and deployment problems, restarting of services, updating application databases, processing incomplete transactions, thoroughly documenting issues and their resolution, and creating systems/software change requests using Tracking and Workflow tools, email and other office productivity tools. The Operations Engineer is highly comfortable working with diverse web-based applications, particularly course or learning management systems.

The Operations Engineer communicates with product support staff and may occasionally communicate directly with sales staff and customers. The engineer will work with other Operations team members, systems and database administrators, software engineers/QA, technical product managers and vendors to clearly state problems, troubleshoot, diagnose and/or resolve complex technical issues. The engineer also works with product management teams to provide advice on critical enhancements for the reliability of Pearson software and communicates details of product/platform releases to the Operations team. This position requires to do night shifts on a 24x7 basis and also participate in an On-Call rotation score AND IMPACT OF JOB: The Operations Engineer should be able to troubleshoot and resolve issues in the Pearson platforms and also should be able to have adequate knowledge in three-tier web applications and how they operate. Also, Operations Engineer will be a subject-matter expert and help establish protocols for supporting many of Pearson's highly integrated products and platforms

Responsibilities

Primary

  • Working with diverse web-based applications and learning management systems in a production, mission-critical environment diagnosing complex user, application and/or systems problems

  • Acquiring a deep understanding of Pearson platform applications at the operational level to become the subject matter expert for other departments including product management, engineering, product support and others

  • Responding to unplanned incidents and developing means to reduce downtime and minimize customer impact. This position requires participation in On-Call rotation

  • Working with various teams to prepare for supporting new and/or highly integrated products and platforms

  • Writing excellent documentation to enable other team members and to aid new hire training to easily learn and support our platforms

  • Monitoring the daily operations of the enterprise application environment by analyzing information and recommending short and long term resolutions to issues including the creation and maintenance of scripts and automation tools

Other:

  • Working with external vendors to support systems as required

  • Participating in disaster recovery/business continuity planning

Required Knowledge and Experience:

  • Ability to effectively multi-task on a variety of daily work assignments in a challenging, fast-paced work environment

  • Excellent business communication, organizational and time management skills

  • Experience with documentation of complex issues, processes, procedures

  • Strong analytical and problem-solving skills

  • Ability to understand and clearly explain technical issues to both technical and non-technical audiences

  • Strong team player with the ability to work independently

  • Motivation to learn and share the expertise of new skills and technologies

  • Ability to resolve support issues in a timely and efficient manner

  • Knowledge of various computer systems (tools, services, software, etc.)

  • Ability to work in Windows environment

  • Ability to decipher detailed deployment plans

  • Experience scheduling and preparing appropriate resources to participate in deployments

  • Capacity to seek new opportunities based on business needs and company growth

  • Creative problem-solving skills

  • Strong understanding of ITIL framework, Specifically on incident management, problem management and change management processes and procedures.

  • 4+ years experience in a similar capacity

  • B.Sc. in computer science or other technical disciplines

Mandatory technical skills:

  • Experience with Linux and Windows operating systems

  • Experience with PL/SQL and T-SQL querying and understanding of relational database concepts

  • Basic knowledge of cloud infrastructure (AWS)

  • Experience with a scripting language such as Perl, Python, Bash, Csh

  • Understanding of Object-Oriented Programming (OOP) concepts

  • Remote administration experience (ssh, vnc)

  • Ability to read and understand code in Java/J2EE, PHP, XML, PHP or Python

  • Experience with three-tier web application architecture and distributed applications

  • Experience with application-based JMS, Apache, Tomcat

Beneficial technical skills:

Certifications

  • RedHat Certified Systems Administrator (RHCSA)

  • AWS Certified Architect Associate○ITIL Foundation

  • Previous experience with an enterprise service bus

  • Experience with Oracle DB and NoSQL DBs (MongoDB, Cassandra)

  • Familiarity with networking and systems administration

  • Experience with programming in Java/J2EE, PHP, XML,.NET, or PHP

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.

Job: TECHNOLOGY

Organization: Corporate Strategy & Technology

Schedule: FULL_TIME

Req ID: 4776

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