Customer Operations Engineer

SymphonyAI Group; Ireland; Hybrid; EUR 50,000 - 75,000; Full time

Job summary

An innovative company in the financial services sector is looking for a Customer Operations Engineer to join their Dublin team. The role involves ensuring the reliability and performance of SaaS solutions, monitoring environments, and resolving incidents to enhance client satisfaction. Candidates should have cloud expertise, database skills, and experience with observability tools like DataDog. The company offers a competitive salary, a flexible hybrid working model, and opportunities to make a meaningful impact in digital transformation.

Benefits

Competitive Salary and benefits package

Flexible Hybrid Working Model

Collaborative Work Environment

Access to Latest Technologies

Opportunity to Make a Tangible Impact

Qualifications

• Hands-on experience with Azure (preferred) and/or AWS cloud platforms.
• Hands-on experience in PostgreSQL and Oracle administration and optimization.
• Experience with Kubernetes and Azure Kubernetes Service (AKS).
• Proficiency in observability and incident response tools like DataDog and PagerDuty.
• Familiarity with ITIL processes, particularly Incident, Problem, Change, and Service Request Management.
• Experience working in Managed Services or SaaS Support environments.

Responsibilities

• Monitor and maintain the health of SaaS environments, ensuring high availability and optimal performance.
• Investigate and resolve incidents, problems, and service requests within agreed SLAs.
• Participate in root cause analysis and post-incident reviews for major outages.

Skills

Cloud Expertise

Database Skills

Containerization Knowledge

Tool Proficiency

ITIL Familiarity

Managed Services Experience

Tools

DataDog

PagerDuty

PostgreSQL

Oracle

Azure

AWS

Kubernetes

Azure Kubernetes Service (AKS)

Job description

Introduction

JOIN US! We seek a Customer Operations Engineer to join our SymphonyAI Financial Services team, based in Dublin.

As a key member of the SymphonyAI Financial Services team, you will be responsible for ensuring the reliability, performance, and availability of our SaaS solutions. You will work closely with engineering and customer success teams to provide world-class support, manage incidents, and drive continuous service improvements. Your role will be pivotal in maintaining high service standards and enhancing client satisfaction.

Job Description

What You’ll Do

• Monitorand maintain the health of SaaS environments, ensuring high availability and optimal performance.
• Investigateand resolve incidents, problems, and service requests within agreed SLAs to maintain client service standards.
• Participatein root cause analysis and post-incident reviews for major outages, contributing to service improvement strategies.
• Implementand manage changes to cloud environments following ITIL best practices, ensuring compliance with industry standards.
• Utilizeobservability and monitoring tools like DataDog and PagerDuty to identify and respond to service degradations proactively.

What You’ll Bring

• Cloud Expertise:Hands-on experience with Azure (preferred) and/or AWS cloud platforms.
• Database Skills:Hands-on experience in PostgreSQL and Oracle administration and optimization.
• Containerization Knowledge:Experience with Kubernetes and Azure Kubernetes Service (AKS).
• Tool Proficiency:Proficiency in observability and incident response tools like DataDog and PagerDuty.
• ITIL Familiarity:Familiarity with ITIL processes, particularly Incident, Problem, Change, and Service Request Management.
• Managed Services Experience:Experience working in Managed Services or SaaS Support environments.

What We Offer

• Competitive Salary and benefits package.
• Flexible Hybrid Working Model to support a healthy work-life balance.
• Collaborative and Inclusive Work Environment that values diversity and teamwork.
• Access to the Latest Technologies and tools to enhance your work and skills.
• A Chance to Make a Tangible Impact on cutting-edge compliance and fraud solutions in the financial services industry.

#LI-EH1

#LI-Hybrid

About Us

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 30 countries.

Visit here, for more information about how we hire, what’s in it for you, our culture and values.