IT Operations & Digital Support Engineer
WakapiJob Description
The Role:
The Digital Support Engineer is responsible for delivering high-level technical support across the company’s digital ecosystem, ensuring the reliability, performance, and security of mobile applications, web platforms, and customer identity workflows. The role owns incident resolution end-to-end, drives proactive monitoring and automation initiatives, and continuously works toward improving operational stability and reducing MTTR.
This is a 100% remote position with rotating shifts, based on operational needs.
Responsibilities:
- Administer and support the SAP Customer Data Cloud (CIAM) platform to manage customer identities, profiles, and consent preferences.
- Troubleshoot customer registration, login, and social authentication flows to ensure a seamless user experience across digital properties.
- Ensure all identity and access workflows comply with global data privacy and security regulations.
- Provide remote technical support to identify, troubleshoot, and resolve software and system issues across retail and digital platforms.
- Access and manage remote systems using PuTTY and WinSCP to perform diagnostics, retrieve logs, and update system configurations.
- Utilize Linux commands to manage file permissions, processes, and environment variables during investigations.
- Execute ad-hoc SQL queries on DB2, MySQL, and SQL Server databases to investigate data inconsistencies and missing records.
- Support digital applications including Same Day Delivery platforms and mobile applications.
- Utilize Dynatrace for full-stack monitoring, including application performance, CPU and memory usage, and database health.
- Maintain full incident ownership from detection through resolution, ensuring adherence to defined SLAs (6–9 hour targets).
- Participate in Major Incident bridges, providing clear technical context, progress updates, and resolution status.
- Develop automation workflows using Python and Power Automate to streamline monitoring, alerting, and repetitive operational tasks.
- Identify recurring systemic issues and collaborate with cross-functional teams to implement permanent corrective actions.
- Drive continuous improvement initiatives focused on reducing Mean Time to Resolve (MTTR) and improving platform stability.
Requirements:
- Bachelor’s degree in Computer Science, Software Engineering, or a related field.
- Minimum of 4+ years of experience in a technical support, digital operations, or system support engineering role.
- Strong proficiency in Linux operating systems, including process handling, file permissions, and environment variables.
- Ability to write and execute ad-hoc SQL queries for troubleshooting and data validation purposes.
- Hands-on experience with monitoring and observability tools, preferably Dynatrace.
- Experience using PuTTY, WinSCP, and Jira for system access, diagnostics, and incident tracking.
- Solid understanding of XML structures and API integrations.
- Experience supporting digital and mobile platforms in a production environment.
- Familiarity with automation tools such as Python, Power Automate, or Power BI is considered a plus.
- Knowledge of retail technologies and Point-of-Sale (POS) systems is a plus.
- Hands-on experience with SAP Customer Data Cloud (CIAM), including user schema and authentication flow management, is a strong advantage.
- Ability to work in a rotational schedule supporting a 16-hour daily digital coverage window, 7 days per week.
- Excellent English communication skills, both written and verbal, for documentation and incident management.
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