Senior Application Operations Engineer

San Diego
Position Type
Full Time
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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