Senior Support Engineer providing technical support to dental practices at Overjet. Handling inquiries and troubleshooting issues while assisting with customer success requests.
About the role
- Support and scale Manulife's AEM on AWS; manage deployments, monitoring, CDN/WAF, logs, incidents, and on-call platform support.
Responsibilities
- Participate in platform upgrades and patching activities.
- Maintain and update platform support documentation as needed.
- Adhere to established change management procedures.
- Provide off-hours and extended shift support when required.
- Participate in On-Call rotation to provide AEM platform support.
- Take proactive ownership of incidents and issues until resolution.
- Log and track identified system problems through to resolution.
- Create and maintain documentation on processes, policies, application configurations, and user support materials.
- Communicate effectively and collaborate with cross-functional teams.
- Build strong working relationships with internal teams, technology vendors, and outsourcing service providers.
- Interface with IS groups, strategic vendor partners, business units, and leadership stakeholders.
- Drive application enhancements and automation initiatives.
- Optimize and lead process improvement efforts.
- Provide Tier 2 support for platforms and processes.
- Lead or participate in improvement projects, implementations, and upgrades to information delivery and analysis tools.
- Manage promotion and migration of codes and packages.
- Participate in annual disaster recovery exercises.
- Implement and manage URL redirections for AEM-hosted websites.
- Onboard and configure new domains in AEM, including CDN and WAF setup.
- Update SSL, SSO, SAML, and other certificates for the AEM platform.
- Configure and monitor logs within AEM.
- Initiate content synchronization across AEM environments.
- Participate in Emergency Change Requests (ECRs) to resolve production issues.
- Suggest platform improvements based on SLA understanding.
- Manage and monitor DEVO logs at the platform level.
- Provide user support services: Create and track user requests via JIRA and ServiceNow; update existing tickets and maintain JIRA dashboards; produce weekly status updates.
- Provide consulting services: Analyze business enhancement requests; collaborate with vendors on work estimates.
- Generate on-demand reports: Access audit reports; Groups audit reports.
Requirements
- Bachelor’s degree in computer science, Information Technology, Information Systems, or any related course.
- 3+ years of Information Technology experience.
- Able to work in an Agile environment indicating progress and reporting in JIRA.
- Good Knowledge of AEM architecture and Cloud Platform services.
- Good technical expertise of Web Server like Apache HTTPD, IIM etc.
- Good technical expertise in integrating log/app monitor tools like Nagios, New Relic, Splunk, DEVO and Dynatrace with AEM.
- Experience with CMS/AEM Developer tools such as: Apache Felix, Apache Sling, Jackrabbit, CRXDE, etc.
- Experience with LINUX/UNIX.
- Good knowledge of AWS and CDN-WAF like Akamai.
- Windows PowerShell knowledge is a plus.
- Good understanding/knowledge on HTML/CSS.
- Ability to interpret/configure HTML Headers.
- Nice to have: AEM: Solar-Putty, Putty-Gen (Or any equivalent bash app), WinSCP (or any equivalent SFTP app), CRX Package Manager, CRX/DE, Touch UI, AEM System Console, browser’s developer tools.
- Preferred: strong problem-solving skills, client and action-oriented, creative and proactive thinker.
- Preferred: effective communication, cooperation, collaboration; ability to lead and influence technical peers and decision makers.
- Preferred: good organizational, time management, and planning skills; ability to work independently and meet tight deadlines.
- Preferred: Good Knowledge on Cloud platforms and Java Design principles/ functional programming concepts.
- Amenable to work on a hybrid set-up (3x a week onsite).
- Amenable to work at UP Ayala Technohub (Quezon City).
- Amenable to work in any shift schedule assigned (night shift; but flexible depending on business need).
Benefits
- We’ll empower you to learn and grow the career you want.
- Flexible environment where well-being and inclusion are more than just words.
- Hybrid working arrangement (Amenable to work on a hybrid set-up (3x a week onsite)).
- Support and recognition from a global team (recognitions and awards cited).
- Professional development and learning opportunities.
- Accommodation support during the application process for reasonable accommodations.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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