IT Ops Support Engineer (E-commerce)

Job Overview:

This role is responsible for providing Level 2 infrastructure and application support in a single-client environment, in conjunction with multiple globally positioned teams that together provide 24/7 support. This will involve answering complex questions on functions and usage of the e-commerce platforms, troubleshooting, and resolving issues with the platform and making the necessary configuration changes to ensure products continue to meet our client's needs.

Responsibilities and Duties:

* Database Maintenance: Monitor database load, scale up/down as needed, optimize tables, and restore databases/tables when necessary.

* Security Compliance: Monitor activity for Account Takeover (ATO) and credential stuffing attacks. Take appropriate actions to mitigate security risks.

* Web Application Firewall (WAF): Manage IP address whitelist/blocklist, fine-tune WAF rules, onboard/offboard new domains, and coordinate with AKAMAI for WAF updates.

* SSL Certificates: Renew domain certificates based on expiry dates and update certificates in AWS.

* Access Management: Manage access to Grafana, PCM, AWS, DB, New Relic, and Confluence.

* Amazon Web Services (AWS): Modify Horizontal POD auto scale (HPA), monitor CPU/memory metrics, and deploy enhancements for PODs.

* Monitoring: Utilize New Relic and Grafana for monitoring purposes.

* Reports: Extract reports as needed for GBU/client requirements on an ad hoc basis.

* Scripts: Apply temporary workarounds through scripts until permanent fixes are provided by MRM (Master Release Management).

* Fraud Activities: Debug and connect with AKAMAI and CSOC (Cyber Security) based on monitoring activities related to potential fraud incidents (RISE incidents).

* Deployment Support: Provide support to MRM for deploying changes.

* PCM (Promotion Code Management): Manage PCM promotions, Promotion Code Portal, and provide support for PCP deployment.

* DNS (Domain Name Services) Changes: Fine-tune and adopt DNS changes as per the requirements of AKAMAI, GBU (Global Business Unit), and NDG.

* Cleanup: Perform disk space cleanup, including old files and database backups, based on audit requirements.

* Upload Files: Upload images/files to AWS servers as needed.

* Enablement - Configurations (Enable / Disable / Update) in Magento 2

* Jira - Incident support (L3 support assistance).

* RCA / P2 Support