IT Operations & Digital Support Engineer

Description

Summary: The Digital Support Engineer ensures reliability, performance, and security across digital ecosystems, driving incident resolution, proactive monitoring, and automation. Highlights: 1. Delivering high-level technical support across digital ecosystems 2. Owning incident resolution end-to-end and driving automation initiatives 3. Continuously improving operational stability and reducing MTTR **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. **C \- 13042026 \- DG** Wakapi Web