L2 Support Engineer

The opportunity

We are searching for a OPS Engineer (L2/L3 Application Support), within a leading card issuing company. In an exciting, complex and growing environment, your role will be to ensure the best possible quality of products and services with high added value. With a permanent position, you will join an engaged team of highly skilled people with human values.

Day-to-day responsibilities

• Provide 2nd-level technical support on requests from business through multiple input channels (email, ticketing tools, security, audit).
• Analyse production logs and traces from various systems and query relevant databases to identify issues. Make a diagnosis. Troubleshoot software issues reported by Worldline customers and partners to provide solutions or workaround in a timely manner. Solution-oriented and suggest action plan for problem resolution
• Collaborate with internal teams to solve issues and serve as single point of contact for our products;
• Execute IT service management processes like Change, Configuration, Problem, Service Level and Service Request Management.
• Implement, maintain and extend scalable monitoring, alerting, and incident response capabilities to protect production systems.
• Develop and maintain documentation, procedures and any kind of knowledge base inside the team;
• Give proper feedbacks to the team;
• On duty support outside business hours (24x7x365 on team rotation)
• Design, automate and support CI/CD stack, cloud infrastructure, monitoring, and logging
  • Prepare integration execution plan
  • Receive, validate, assemble and install these delivered components
• Develop and automate tools to avoid manual actions.
• Ensure that good practices and knowledge are shared by all (internally and externally to the project)
• Respect methodologies of the department and improve continually to be more efficient in our domain of applications;
• Expand your knowledge in business and technical areas in order to be able to propose continuous improvement by investigating alternatives and technologies;
  • Provide input on ways to improve the stability, security, efficiency, and scalability of the environment.
• Propose automation when applicable and any other ways to be more productive and quality-oriented;

Who are we looking for

• Comfortable in writing medium-complex nested SQL queries and good understanding of database querying.
• Experience with Application Servers (Apache, Tomcat, IBM WebSphere);
• Experience on Scripting tools (PowerShell, Bash, Shell, Python);
• Experience with tools such as: ServiceNow, Jira, Git, Confluence, Apache Airflow, BigQuery, etc.
• Knowledge of monitoring/observability stacks and logging best practices.
• Administrating Report/ BI Platforms like WebFocus, PowerBI
• Experience with cloud platforms (GCP preferred) and infrastructure as code (IaC).
• Experience with Agile methodologies will be considered as a plus;
• Capability to navigate within application and system logs from a UNIX command line is a strong plus.
• Previous development experience is (in any context) is appreciated.
• Working environment :
  • Linux, Windows, Oracle DB, MariaDB, PostgreSQL, CI/CD;
• Experience with Production’s support will be considered as an advantage;
• Ability to work quickly and accurately, within a team, or on an individual basis, under pressure with tight deadlines;
• Problem solving, result oriented and analytical skills;
• Ability to stay calm under pressure and prioritize requests during high workload periods;
• Effective collaboration in the team with customer focus and continuous improvement mindset;
• Fluent in English (speaking and written). French and/or German will be a plus;

Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Hybrid Working Policy
• Gift vouchers on the occasion of Christmas/Easter Holidays
• Private medical services
• 21 vacation days/year
• Referral bonuses for new hires recommended by you
• WFH & Flexible Working Hours
• Full access to the “Learning” platform