Tech Lead Support

Belo Horizonte

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Avenue Code is an eCommerce consulting firm headquartered in San Francisco, with two additional office locations in Brazil. We are privately funded, profitable, and have been on a solid growth trajectory since day one. We care deeply about our clients, our partners and our people. We pride ourselves on our technical acumen, our collaborative problem-solving ability, and the warmth and professionalism of our staff.

About the opportunity:  
Ensure that all on call, work, and DTO schedules are maintained. 24/7 Coverage. This includes maintaining the SRO-AC on call Pager Duty schedule, and ensure that shift changes have proper overrides
Ensure that contractor turn over is smooth, and that there is appropriate coverage (no gaps) for any transition time
Make On-Board / Off-Board SNOW tickets, as needed, and send them to the leadership team for approvals. Use the On-Boarding Procedures when making new On-Board ticket, to quickly get new contractors the access they need 

Training and Knowledge Transfer: 
Ensure that all team members are trained in SRO Daily and On Call procedures. Work with SRE team to create a Knowledgebase that can be tapped into via Slack, similar to "Cloudy". Ensure team knows and adheres to SLAs. Ensure that any operational or project work in Jira that is taken on by the AC team is being worked on and completed in a timely manner. Follow the WIP limitations (no more than 2 "In Progress"). Ensure that tickets moved into "In Review" are reviewed by Fanatics peers or leadership team before marked as done
Ensure work comments are adequate for any team member to review and close. Get updates from AC team members who are working on Jira tickets, and represent those in the SR Standup meetings

Required Technical Skills:
  • Bachelor’s Degree or Master’s Degree in Computer Science/Engineering or other related areas;
  • Experience with technical support of applications, infrastructure, and databases;
  • Knowledge on XML and one programming language;
  • Knowledge of incidents management tools (ServiceNow is a plus);
  • Knowledge of scripting languages (Powershell, bash, etc)
  • Experience with management and support of Windows Server Platforms (Windows MCSA | MCSE certification is a plus);
  • Experience with Networking, Storage, SQL Cluster;
  • Experience with VMWare
  • Experience with patching Windows Server;
  • Experience with cloud (AWS preferred);
  • Knowledge on Linux (RedHat family);
  • Advanced English skills;

Does this sound like you? Apply now to become an Avenue Coder!