Software Engineering Support Technician II
Full-time Not ApplicableJob Overview
The Service Operation Support (SOS) team at Gracenote is critical to meeting the 24/7/365 demands of both our external customers and internal groups, such as Engineering and Customer Care. Given Gracenote's diverse challenges—from managing billions of daily music requests and providing global TV programming data to handling real-time sports data dynamics—the SOS group ensures accurate and timely data delivery.
Our core mission is to create a modern, scalable, and highly automated platform for comprehensive monitoring, alerting, and troubleshooting across our heterogeneous infrastructure and numerous application components.
The successful candidate will be responsible for ensuring reliable and on-time product data delivery and supporting the overall operation of the SOS group. This includes resolving or escalating all detected issues from submission/detection through to fulfillment/resolution.
Key Responsibilities and Duties
Service Operations: Proactive and reactive service monitoring, technical triaging, and incident management.
Availability: Working a rotating schedule, including on-call shifts, to maintain 24/7 coverage.
Communication: Providing timely status updates and communications to management as required.
Process Improvement & Automation: Identifying common issues, working toward long-term solutions, and identifying opportunities for process improvement and automation.
System Maintenance: Maintaining and monitoring production applications and systems.
Collaboration: Working closely with management, DevOps, and Engineering teams to execute tasks.
Documentation: Creating and maintaining internal documentation.
Ideal Candidate Profile
We seek a candidate with a strong passion for automation and quality, coupled with excellent problem-solving and analytical skills. The desire to constantly improve processes is essential. The candidate must also possess an understanding of the interaction between Legacy and Current Systems, and On-Premises and Cloud environments.