Senior Application Operations Engineer

Location
San Diego
Position Type
Full Time
Team
Software development

We’re Mitek, the worldwide industry leader for mobile deposit and identity verification software solutions. If you've ever deposited a check or verified your identity using your phone, it's highly likely our software enabled that experience for you! Our Mobile Deposit® and Mobile Verify® products, built on our proprietary MiSnap™ mobile-capture SDK, are embedded into the apps of more than 6,500 organizations globally.

Mitek is seeking a Senior Application Operations Engineer to join our global CloudOps team based in downtown San Diego. In this role, you will be responsible for ensuring a high level of service continuity and reliability across Mitek Systems' SaaS products suite and critical infrastructure. You will also be responsible for incident/outage management, problem management, and enterprise technology monitoring, critical infrastructure monitoring, health, respond to incidents, break-fix operations, and requests as the first responder.     

What You Need (Job Qualifications)

  • 5+ years of IT/Development experience including Network Operations Center and 24/7 support
  • Experience with Software Change Management, Production Incident Management, Problem Management, System & Application Monitoring and Logging
  • Experience with both Linux and Windows operating systems administration
  • Experience with system and application health monitoring and alerting such as Grafana, Zabbix, ElasticSearch, Nagios, and Kibana
  • Working knowledge of basic network and routing concepts
  • Experience in a scripting language such as Bash, Python, or Powershell
  • Willing to work flexible hours including night and/or swing shifts and to be part of an on-call rotation

What Would Be Nice (Preferred Qualifications)

  • Bachelor's Degree in Computer Science, Engineering, Information Technology, or related field
  • Knowledge of ITIL and COBIT reference frameworks
  • Experience with Configuration Management tools such as Chef, Ansible, Puppet
  • Experience with Cloud Service Providers such as AWS
  • Event Log Correlation / Security Event & Incident Management
  • Knowledge of REST APIs
  • Experience in operating SaaS

What You'll Do (Job Duties)

  • Train and mentor, in a coach/player role, a team of first responders as Application Operations Specialists.
  • Monitor and respond to incidents of relating to all Mitek SaaS Products and Critical services.
  • Escalate incidents and issues, and take ownership of the escalation process, outside of the Application Operations Team.
  • Assist in implementing, modifying, and tuning application monitoring based on Cloud Engineering or Software Engineering recommendations.
  • Assist with production deployments and system upgrades.
  • Monitor systems and applications to proactively identify problems and perform periodical health checks.
  • Communicate problem and incident management updates to impacted business users including action taken to resolve.
  • Maintain a knowledge base of common resolution and recovery actions for all critical systems and applications.
  • Provide responses to internal customers' trouble, request, or break/fix tickets in a timely fashion and in compliance with NOC standards and Cloud Operations team.
  • Create/develop automation or procedures to address incidents or requests
  • Assist in development, improvement, and implementation of the processes for Problem and Incident Management consistent with ITIL and COBIT best practices
  • Measure & report on production metrics including "Uptime" but not limited to using metrics and SLAs for each technology area monthly
  • Establish minimum Runbook requirements for all critical systems and applications and establishes a process to keep Runbooks current
  • Provide support for root cause analysis and preventative analysis of incidents.
  • Assist leadership in the development of training documents and tutorials.
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