CS Incident Response Engineer - Dublin, Ireland
eBay is a global commerce leader that allows you to shape how the world buys, sells, and gives. You’ll be part of a work culture that’s been genuinely committed to diversity and inclusion since its founding more than 20 years ago. Here, you can just be yourself, do your best work, and have a significant impact on people across the globe. We are looking for people with drive, ideas, and a passion for helping small businesses succeed to help shape the future of eBay—does this sound like you? If so, we’d love to talk to you.
About the team:
At the core of everything we do, we ensure that eBay’s customers are front-and-centre in all our strategic decisions and that we execute our plans with our customers as our most important priority. The team is comprised of Global Customer Service (GCX), Global Trust, and Global Security and Resiliency organisations, and our Workplace Resources (WPR) function – responsible for eBay’s facilities around the world.
Job Description:
Proactive monitoring of Customer Service Applications & eBay & Site
Proactively identifying major incidents from support tickets
Handle critical escalations that come into the Command Centre including hands on troubleshooting
Work with global Product Development Teams and Site Operations to resolve P1 issues.
Communication of high impact / mission critical issues to Teammate & Executive Communications
Keep up-to-date on Architecture and application engineering to support effectively
Represent and be the 'voice' of Global Customer Experience on major incident calls and P1 crisis calls
Perform Turnovers to next shift to ensure continuity
Drive quick restore on bridge engaging technical teams
Chip in to playbooks, drive enforcement
Follow Up on RCA/Restore Actions/Actions to Prevent as Needed
Coordinate the activities of and provides leadership to others, particularly Command Centre staff, Site Reliability Engineering, and Release Management as well as cross functional teams.
Understand the impact various systems have on the business.
Provides guidance to others around impact.
Perform primary impact analysis
Provide Coverage as part of a 24/7 global team
Must be located in Dublin Area
Swing shift with weekend work required on a rotational basis
Application Monitoring experience within a NOC environment is a required
Strong Technical background and experience in application/Software Monitoring, System Administration (Linux) and API integration is required.
Experience working in a large scale Customer Service Technology environment a plus
Ability to form strong working relationships
Strong conflict management skills
Excellent written and verbal communication skills
Experience with a global support mSelf starter - able to work using own initiative with minimal supervision to meet core objectives
Good technical capability for understanding numerous complex software integrations across applications platform in order to facilitate quick resolutions
BSEE, CS or other relevant technical degree required.
2+ years experience working as a NOC engineer / incident management role
2-4 years experience with system operations or support including Windows, Telecom, Desktop Technologies (Siebel, DotNet) Packaged solutions (Nice, Aspect, Kronos) Networking and Firewall, Citrix
Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.
Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work.
