Phaedon has IT Operations teams that are responsible for providing day-to-day technical IT operational support for our hosting platform, our client-facing products, and for the leading-edge technologies that enable our products. Our products provide services to the loyalty marketing industry. Examples of loyalty marketing programs include frequent flier and hospitality consumer programs.
We are looking for a motivated and accountable individual who ideally possesses a hybrid of skills including knowledge of IT infrastructure and the ability to execute and manage IT Operations for the applications running in them. (Note: This is not deskside support.). This individual thrives in a fast-paced agile environment and desires to grow as the IT industry and technology evolve. A successful candidate is responsible for and will be able to lead small projects, triage IT incidents, mentor and lead junior staff, and effectively communicate to multiple levels of stakeholders. The individual is one who has the skills to not only perform the operational tasks but can also crosstrain others on it. Being a good team player is a must.
Key Responsibilities
Manage incidents, change requests, and service requests for a small IT Operations team (Note: This is not deskside support)
Monitor IT systems for optimal performance and capacity management
Lead or crosstrain in operational tasks such as certificate renewals and replacements, restarting VMs, and fulfilling security access requests
Build collaborative relationships with team members in other disciplines (development, operations, QA, security, project management, application architecture, hosting services, and business teams).
Mentor junior members of the team
Support continuous improvement initiatives including those around monitoring, alerting, incident response, and reporting on the health of our systems
Support migration of technologies/tools to AWS
Support the definition and implementation of Operational standards.
Maintain documentation as part of a knowledge base
Contribute to and support technology/tool lifecycle management including operationalizing new technologies
Serve in rotation with a 24x7 on-call IT support team
Lead small projects
Work in an agile (SAFe) framework
Qualifications/Knowledge, Skills, Experience
be extremely detail-oriented and possess organizational skills
verbal and written communication skills including customer service skills
computer knowledge including the MS Office Suite, VPN and collaboration tools.
ability to multi-task, think, and react quickly
triage skills for incident management
understanding of IT systems and how IT systems interact
with the function of key cloud infrastructure such as: VPC, ELB, EKS, MSK, etc.
with on-prem technologies such as hypervisors, switches and firewalls is a nice to have.
with security certificate processing, PGP keys, and common authentication patterns (e.g., OAUTH, SAML)
to learn and recommend new software tools and applications
to work independently and in support of senior leadership efforts
a strong spirit for continuous improvement
ability to mentor and provide leadership to junior staff
degree or equivalent experience
years managing junior staff members
years project/program management experience in an IT environment
years using application monitoring tools (e.g., AppDynamics, Splunk, Grafana) including experience building dashboards
years experience working in an IT Operations setting
years IT Support experience in a software development or data center environment
Phaedon is an equal opportunity employer, and all employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process.
Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is: $93,500 - $126,500
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Technology, Information and Media
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