JOB SUMMARY Responsible for partnering with the software development teams to understand, troubleshoot, and monitor moderately complex back-end and front-end systems. Participates in multiple programs/systems as a project team member.
MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently supports all efforts to simplify and enhance the customer experience.
Serve as an escalation point to resolve incidents and problems with software supported by the team within the defined service level agreement.
Manages product experience best practices.
Coordinates with software development teams on critical issues that are impacting customer experience and collaborates with these teams on resolving the issues.
Works closely with all teams to troubleshoot and investigate moderately complex software integration problems in production, stage and test environments.
Analyzes and revises existing system logic difficulties and documentation.
Coordinates with customer, field, video and network operations on customer issues.
Participates in estimating customer impact for identified customer experience issues.
Analyzes customer experience data to identify anomalies.
Manages outage management activities, including providing teams with customer examples and error data.
Identify, understand and accurately follow processes and procedures in order to achieve an objective, particulary when working with other teams
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write, speak and understand English Foundation in data structures, algorithms, and OO Design Understanding of fuller stack developer of full stack production support Understanding of end to end software and related development technologies Understanding of best practices in cloud-based platforms & services Knowledge of Agile development methodologies Understanding of version control systems with code repositories (Git and Atlassian Suite) Experience with programming languages Experience with Monitoring systems (Splunk, Logstash Kibana, Datadog etc.,) Experience with AWS enironments and workflows Video development or support experience such as Middleware / DVR / Video OnDemand Ability to deliver against several initiatives simultaneously Ability to prioritize and organize effectively Excellent written and verbal communication skills Excellent analytical and troubleshooting abilities Ability to support on-call schedules for outage / escalation support
Education Bachelor's Degree in Computer Science or relevant experience
Related Work Experience 2-3 years of Experience with Database management systems (MySQL, Cassandra, Mongo etc.,) 2-3 years of Software development experience (Java, Objective-C, Swift) 1-2 years of Web services development experience (REST, JSON, XML)
WORKING CONDITIONS Office environment ESW309 301389-4 301389BR