Software Dev Ops Engineer

**Job Summary**

We are seeking a motivated and detail-oriented CPQ DevOps Engineer to join our dynamic team, specializing in Level 2 operations. In this role, you will be the key liaison between our regional business teams and technical support, ensuring efficient ticket management and rapid resolution of issues. You will oversee market deployments, handle customer escalations, and maintain ownership of the end-to-end ticket lifecycle while adhering to SLA commitments.

**Responsibilities**

Ticket Management

Monitor, prioritize, and manage incoming tickets from regional business teams.
Ensure timely resolution of support requests while adhering to defined SLA metrics.

Market Deployment Support

Collaborate with regional teams to plan and execute market deployments.
Ensure proper configuration and testing of CPQ systems in alignment with regional requirements.

Customer Escalation Handling

Serve as the primary point of contact for escalated customer issues.
Engage with relevant stakeholders to facilitate swift resolutions for critical escalations.

End-to-End Ticket Ownership

Take full ownership of tickets from inception to resolution, ensuring clear communication with stakeholders throughout the process.
Document all relevant details and solutions in the ticketing system for future reference.

Performance Monitoring and Reporting

Track and analyze ticket resolution times and other key performance indicators.
Provide regular reports to management on ticket trends, SLA compliance, and areas for improvement.

Collaboration with Cross-Functional Teams

Work closely with development, QA, and business teams to resolve complex issues and enhance system performance.
Act as a liaison between regional teams and technical teams to facilitate knowledge sharing.

Continuous Improvement Initiatives

Identify recurring issues and collaborate with the development team to implement long-term solutions.
Participate in post-mortem analyses of escalated issues to drive process improvements.

Training and Knowledge Sharing

Assist in training regional business teams on CPQ functionalities and best practices.
Maintain and update internal documentation to support knowledge sharing and onboarding.

Incident Response and Problem Management

Participate in incident response activities, ensuring effective communication during critical outages or issues.
Conduct root cause analysis to prevent future occurrences and improve service reliability.

Technical Support and Troubleshooting

Provide technical assistance and troubleshooting for CPQ-related issues reported by business teams.
Stay updated on system changes and enhancements to provide informed support.

**Education & Experience**

**Education**:
Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
Relevant certifications in CPQ systems or DevOps methodologies are a plus.

**Experience**:
3-5 years of experience in a DevOps or technical support role, preferably in CPQ environments.
Proven experience in managing ticketing systems and handling L2 operations.
Familiarity with cloud technologies and CI/CD pipelines.
Experience working with regional business teams in a multinational environment is highly desirable.
Strong understanding of SLAs and experience in escalation management.

**Skills**:Excellent problem-solving and analytical skills.
Proficiency in troubleshooting CPQ-related issues.
Strong communication skills in both English and Spanish.
Ability to work collaboratively in cross-functional teams.

**Preferred Certifications**
SAFe 5 DevOps Practitioner with focus on IT Operations management

**Knowledge & Skills**
- Configure, Price, Quote (CPQ)
- Agile Methodology
- Amazon Web Services
- Application Programming Interface (API)
- Automation
- Computer Science
- Debugging
- Microservices
- Python (Programming Language)
- Scalability
- Software Development
- Software Engineering

**Cross-Org Skills**
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity

**Impact & Scope**
- Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

**Complexity**
- Responds to routine issues within established guidelines.

**Disclaimer