Live Operations | Operations Engineer

About the Live Ops Role

Netskrt is looking for a Live Operations / Operations Engineer based in the UK to be part of the Live Operations team. The Live Operations team oversees Netskrt’s eCDN managed service which consists of three major components: intelligent content collection, staging and distribution; adaptive networking that leverages connectivity as and when available; and an edge cache that allows users to access the content they want locally, using the apps and subscriptions that they already have.

About Netskrt

We are a highly motivated team dedicated to delivering products and services that improve customer experience when accessing internet video at the edge of the network. We have also developed a set of inter-related technologies targeting businesses that offer Wi-Fi to their customers but have limited bandwidth.

Netskrt offers the opportunity to obtain hands-on experience with storage, networking, security, and cloud technologies. As part of the Netskrt team, you will have the opportunity to design and implement solutions to solve challenging problems in a start-up environment working alongside accomplished engineers and a leadership team with a proven history of success.

About You

Your prime responsibility and priority is to ensure customer excellence. As an Operations Engineer you are responsible for monitoring and maintaining the health of Netskrt’s systems, investigating faults to resolution, and accepting new infrastructure and solutions as the system continues to grow and scale.

You are somebody who enjoys solving problems and has a customer-centric mindset. You should be passionate not only about learning new technologies, but also about running systems and software in the real world. You must enjoy a close-knit team environment of shared responsibility, be a team player, and a self-starter.

You have exceptional technical skills and enjoy solving challenging problems. You are a quick learner, adapt easily, and have great interpersonal and communication skills.

Key Responsibilities

As an Operations Engineer you are responsible for monitoring, supporting and maintaining system health. Your mission is to ensure that our service is highly available to end users by investigating and resolving issues generated by customers, event management monitoring solutions, or internal channels. The Live Operations team is at the heart of ongoing live monitoring and reporting; solving production problems; and building automation tools to monitor system health, execute production acceptance tests, and validate changes.

You will work closely and collaborate with US and Canada based Service Reliability Engineering, Development, Customer Success and Infrastructure teams to ensure a holistic approach to troubleshooting and implement preventative measures to mitigate faults as swiftly as possible.  

The successful candidate will possess an outstanding record of professional experience and will thrive in an environment that demands accountability. You will be a key member of a team that understands the big picture perspective and instils a customer-first attitude.

Specific areas of responsibility include:

• Fault investigation and resolution as part of Major Incident/swarm teams to resolve technical faults within SLA
• In-depth troubleshooting of production issues to include occasionally joining live event bridges to troubleshoot with the Customer 
• Develop and execute operational acceptance procedures for new edge solutions to ensure infrastructure is deployed to Production with zero service impact
• Investigate, deliver, and document solutions for reported issues
• Escalation of unresolved issues and liaison with US and Canada based Operations & Engineering teams
• Continual evolution of managed services and operational procedures to improve and maintain quality standards and resolution times
• Deep dive analytics and metrics investigations as part of continual improvement initiatives to drive performance

Required Qualifications, Skills, Experience:

• Degree in Computer Science or related technical field
• Minimum of 3-years’ experience supporting, developing and deploying large scale software systems
• Prior successful experience as operations or support engineer
• Solid experience in the use of Linux/Unix
• Deep understanding of internet and networking protocols (DNS, BGP)
• Experience with caching and CDN (content delivery network) technologies (Amazon, Limelight/Edgio, Akamai, Netflix, Fastly)
• Good understanding of video streaming protocols and technologies
• Analytical mind with excellent problem-solving skills
• Excellent written and verbal communication skills
• Excellent time management, communication, decision-making, presentation, and organisational skills

Desired Qualifications:

• Demonstrated experience working in large, complex systems environments
• Experience with monitoring tools, e.g., Zabbix, Nagios
• Experience in system and server administration, large system deployments 
• Wide knowledge in networking, security, database and cloud systems 
• Solid experience in use of fault tolerant approaches in a large-scale distributed environment and high-performance systems
• Configuration/container management (Kubernetes, Chef, Puppet, Mesos) 
• Knowledge of patch management, intrusion detection/prevention systems 
• Cloud computing and cloud technologies (AWS, OpenStack)

Salary Range:

£50,000 – £70,000

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