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Infrastructure Support Engineer

Atlanta, Georgia; Chicago, Illinois

As a consultant Infrastructure Support Engineer, your daily responsibilities are integral to ensuring technical excellence and operational efficiency, particularly in cloud environments. Your contribution as a first responder extends to automating day-to-day operations, responding to and escalating production incidents, and assisting development teams in incident resolution.

Job responsibilities

  • You will keep a vigilant eye on the operations of shipped products and services following the agreed upon “Eyes on glass/Follow the sun” engagement models
  • You will monitor product/service operations against key performance indicators defined by the business and take necessary actions in response to detected deviations
  • You will document the appropriate responses to various kinds of incident scenarios in collaboration with development teams and prepare runbooks
  • You will reduce the human effort in day-to-day operations by automating, configuring and tweaking alerts, and monitoring as necessary
  • You will respond to production incidents and execute well defined responses, raising the incident to higher levels of support wherever necessary
  • You will assist development teams in incident resolution as necessary, e.g.: as a pair, providing updates, handling communication, etc.
  • You will assist in conducting incident root cause analysis (RCA), preparing incident postmortem reports, communicating incident RCA to client stakeholders whenever necessary and responding to queries and resolution approaches
  • You will pair on implementing service/product reliability improvement by writing infrastructure/observability configuration code, in collaboration with service reliability engineers 

Job qualifications

Technical Skills

  • You are familiar with CI/CD tools such as Jenkins, GitlabCI, CircleCI, etc.
  • You have had exposure to log aggregation systems, e.g.: EFK, Splunk, Datadog 
  • You have hands-on experience with monitoring, alerting and observability, e.g.: Prometheus, Grafana, Datadog
  • You possess a good understanding of at least one Public Cloud, e.g.: AWS, Azure, GCP
  • You have hands-on experience executing most common operations in managing workloads on any container ecosystem tech stacks e.g.: Docker, Kubernetes, Openshift
  • You have a basic understanding of API concepts such as request, response, headers, authentication, JSON payloads, etc.
  • You have a basic understanding of networking including concepts such as high availability, load balancing and proxies
  • You have a basic understanding of traffic load management approaches such as horizontal and vertical scaling
  • You have a basic understanding of availability concepts such as downtime, time to recover/restore, SLAs, etc.
  • You have experience running basic system administration operations in a Linux operating system such as RHEL or Ubuntu

Professional Skills

  • You have good communication skills and are proficient in English 
  • You can confidently hold a Q&A discussion 
  • You have a good attitude towards learning new technical skills and concepts
  • You possess innovative thinking and confidence in suggesting ideas to the team 
  • You have strong drive and ownership to sign up and deliver work when called upon without being too concerned with role boundaries
  • You are willing to be part of a rotation- and need-based 24x7 team

Other things to know

Learning & Development

There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you. But we also balance autonomy with the strength of our cultivation culture. This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow. We see value in helping each other be our best and that extends to empowering our employees in their career journeys.

Travel

While we’ve traditionally been a traveling consultancy, we have adopted a hybrid working model with the majority of work being completed remotely from either home or local Thoughtworks offices. However, business travel to client locations should be expected when required by Thoughtworks or our clients’ needs. 

Company Policies

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

About Thoughtworks

Thoughtworks is a global technology consultancy that integrates strategy, design and engineering to drive digital innovation. For 30+ years, our clients have trusted our autonomous teams to build solutions that look past the obvious. Here, computer science grads come together with seasoned technologists, self-taught developers, midlife career changers and more to learn from and challenge each other. Career journeys flourish with the strength of our cultivation culture, which has won numerous awards around the world.

Join Thoughtworks and thrive. Together, our extra curiosity, innovation, passion and dedication overcomes ordinary.

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