System Engineer

Service Operation Support - Sr. System Engineer

Each of Gracenote s verticals faces distinct challenges. From servicing billions of

requests a day for the music business to providing the data powering global TV

programming information in the Video business, to dealing with the dynamics of

Real-Time Sports Data. To meet the 24 / 7 / 365 requirements of our customers, and those

of internal groups like Engineering and Customer Care; Gracenote has created the

Service Operation Support (SOS) team. With a goal of meeting the company s internal

and external needs, the SOS group is working to create a modern, scalable and highly

automated platform for comprehensive monitoring, alerting, and troubleshooting for our

heterogeneous infrastructure, and a large number of application components. Our

customers demand accurate and up to date data, and the SOS group has been built to

ensure that we deliver it.

Job Purpose :

In Service Operation Support, the successful candidate will be responsible for ensuring

reliable and on-time product data delivery, and supporting the overall operation of the

SOS group.

Job Description :

Resolving or escalating issues from submission / detection to fulfillment / resolution. You will

be working a rotating schedule (including on-call shifts) within your team, and your

primary duties include proactive and reactive service monitoring, technical triaging,

incident management, and providing status updates and communications to management

as required. This candidate should have a passion for automation and quality. An

understanding of the interaction between Legacy and Current Systems, On-Premises and

Cloud, and most importantly the desire to constantly make things better. Other

responsibilities would include :

Identifying common issues and working toward long term solutions

Excellent problem solving / analytical skills

Maintaining & monitoring production applications and systems.

Internal documentation

Working closely with management, DevOps, and Engineering teams to execute on

tasks.

Work on defined SLA s to make sure that our client receives the best of the

services

Identifying opportunities for process improvement.

Must be able to manage and prioritize multiple work requirements

Ability to work independently and in a team environment

On-Call duties as required.

Role Requirements / Desired Skills :

Bachelor s degree in Computer Science, Information Technology or related field

6+ years of experience working in role of Support Engineer / Product Support

Engineer / Application Support Engineer

Ability to read and write various programming languages such as Java, .Net, SQL.

Experience with and knowledge of, both Relational and Non Relational Databases

and Data Stores. (MSSQL, MongoDB, Postgres, Kafka, etc.)

Experience with AWS or other cloud platforms

A proficiency in Networking in both Physical and Cloud Environments.

Superior written and oral communication

Ability to work independently and as part of a team

Problem solving skills necessary

Ability to plan and delegate incidents.

Excellent time management skills

Passion for data, attention to detail, intellectual curiosity, and a love of

problem-solving

Have knowledge of other technologies like orchestration tools, database

optimisation, server / application optimisation

Experience with DevOps practises and software

Additional skill set (Good to have) :

Knowledge of GIT, Jenkins, and other Continuous Integration services

Experience with knowledge base creation and Technical documentation skills

would be considered an asset

Have an affinity with Video, Music & Sports domain

Like to understand and brainstorm about architecture

A passion for exploring / understanding new