Kurzbeschreibung

Für unseren Kunden in Montreal, Canada, suchen wir asap einen PSE – Platform Support Experten.

  • Erfüllungsort: Montreal, Canada
  • Branche: IT
  • Projektbeginn: asap
  • Projektdauer: 31.12.2019 +
  • Verfügbarkeit: 100%

Description

About the Role

Cloud Operations and Support is one of several teams that provide support for SAP Commerce Cloud, which is a component of SAP C/4HANA. We are a global team, using a follow-the-sun model to deliver 24/7 coverage for our customers around the world. When you join us, you will work alongside an agile, dynamic group of talented and motivated individuals, and you will be challenged daily to assist our customers to the best of your abilities and to earn their trust and loyalty. You will also use and be exposed to a variety of world-class tools and technologies, including public cloud, Kubernetes, Docker, Java, Apache, and Unix.

As a Platform Support Expert, you will work collaboratively with our customers, our partners, and your colleagues on other SAP Commerce Cloud teams to facilitate the design, delivery, support, and management of customer environments. You will be involved with a variety of projects throughout their lifecycles, from the implementation phase through go-live and the hypercare period. You will also have technical responsibility to provide quality operational support for customer sites after they are live.

Key Responsibilities

  • Administer, configure, and support Hybris multi-channel commerce software and solutions, including base applications (Apache, Tomcat, Solr)
  • Work closely with technical account managers, partners, customers, and operations to build, enhance, and optimize environments
  • Report issues to the SAP Commerce Cloud automation team and request improvements
  • Proactively plan necessary changes and improvements to the overall system
  • Troubleshoot and resolve complex technical problems across multiple tiers (web servers, application servers, database, search cluster, integrations, automation platform)
  • Provide ITIL-aligned incident management support based on your expert knowledge of the SAP Commerce Cloud platform and base technologies
  • Plan, review, and execute ITIL-aligned service requests
  • Contribute to the development and implementation of the standards and processes framework supporting the SAP Commerce Cloud automation platform and product
  • Perform automated tests, evaluate their results, and apply the necessary changes to systems
  • Transfer knowledge by delivering standard application/technology trainings and workshops to internal staff as well as to external customers and partners
  • Take part in continuous knowledge management by creating customer-facing Knowledge Base articles, notes, and wiki documents, and by contributing on forums
  • Participate in scheduled weekend and after-hours support activities, on a rotation

Skills and Qualifications

General:

  • Fluency in English
  • Analytical, detail-oriented personality
  • Ability to troubleshoot complex issues and work under pressure
  • Positive, proactive, and customer-focused attitude
  • Exceptional communication and collaboration skills

Minimum:

  • Bachelor’s degree in a quantitative field, preferably Computer Science or a related discipline (or an equivalent combination of educational and work experience in a related field)
  • Basic knowledge in at least two relevant application/technology areas (Apache Tomcat, Java applications, web applications, etc.)
  • Basic knowledge of at least one APM tool (Dynatrace, AppDynamics, New Relic, etc.)
  • Basic knowledge of at least one log management tool (Kibana, Splunk, etc.)
  • Experience with high availability, multi-tiered web infrastructure and architectures
  • Linux administration skills (Debian, Red Hat, CentOS, or SLES)

Desired:

  • Fluency in at least one major language other than English
  • Basic knowledge of business processes in one relevant industry (e-commerce, retail, etc.)
  • Basic knowledge of one object-oriented programming language or framework (Java, .NET, etc.)
  • Basic knowledge of automation and orchestration tools (Ansible, Puppet, etc.)
  • Basic knowledge of JVM optimization, tuning, and debugging
  • Basic knowledge of relational databases and SQL
  • Basic knowledge of programming or scripting (Java, sh, Bash, sed, AWK, Ruby, Python, Perl, regex, etc.)
  • One or more ITIL certifications
  • One or more public cloud certifications (Azure, Google Cloud, AWS, etc.)

Scope of Services / Deliverables

work collaboratively with our customers, our partners, and your colleagues on other SAP Commerce Cloud teams to facilitate the design, delivery, support, and management of customer environments

Skills

  • Fluency in English
  • Analytical, detail-oriented personality
  • Ability to troubleshoot complex issues and work under pressure
  • Positive, proactive, and customer-focused attitude
  • Exceptional communication and collaboration skills

Minimum:

  • Bachelor’s degree in a quantitative field, preferably Computer Science or a related discipline (or an equivalent combination of educational and work experience in a related field)
  • Basic knowledge in at least two relevant application/technology areas (Apache Tomcat, Java applications, web applications, etc.)
  • Basic knowledge of at least one APM tool (Dynatrace, AppDynamics, New Relic, etc.)
  • Basic knowledge of at least one log management tool (Kibana, Splunk, etc.)
  • Experience with high availability, multi-tiered web infrastructure and architectures
  • Linux administration skills (Debian, Red Hat, CentOS, or SLES)

Desired:

  • Fluency in at least one major language other than English
  • Basic knowledge of business processes in one relevant industry (e-commerce, retail, etc.)
  • Basic knowledge of one object-oriented programming language or framework (Java, .NET, etc.)
  • Basic knowledge of automation and orchestration tools (Ansible, Puppet, etc.)
  • Basic knowledge of JVM optimization, tuning, and debugging
  • Basic knowledge of relational databases and SQL
  • Basic knowledge of programming or scripting (Java, sh, Bash, sed, AWK, Ruby, Python, Perl, regex, etc.)
  • One or more ITIL certifications
  • One or more public cloud certifications (Azure, Google Cloud, AWS, etc.)