• Provide expert-level support for sophisticated analytical and microscopy systems • Collaborate with customers worldwide to optimize their research and analytical capabilities • Utilize remote diagnostic technologies while building strong relationships with field teams, R&D, and customers • Combine technical problem-solving, customer interaction, and continuous learning as you work with advanced scientific instrumentation

• Own incoming tickets in Pylon. • Resolve what you can directly, and triage the rest following workflows set by the Support Engineering Team. • Collect and document the logs, reproduction steps, and environment detail Engineering needs to act on a bug before escalation. • Recognize patterns in customer requests and capture enough context to surface them to Product as real feature requests. • Write and maintain help docs and self-service content so customers can resolve common issues without filing a ticket. • Turn troubleshooting process into runbooks, so recurring issues don't require re-solving the same problem twice. • Maintain strong SLA adherence and CSAT on your queue.

Role Description We are seeking an experienced Operations Engineer (Senior) to join a leading global enterprise technology environment delivering mission-critical digital solutions across enterprise applications, cloud platforms and modern software ecosystems. This opportunity is ideal for a highly skilled operations professional who thrives in high-availability production environments and is passionate about ensuring the reliability, stability and performance of enterprise applications used by thousands of business users. Qualifications - IT Degree, Diploma or equivalent working experience. - 5–10+ years' application support experience within enterprise environments. - Experience supporting Java applications. - Experience supporting production systems. - Experience supporting enterprise integrations. - Strong SQL database experience. - Experience with monitoring platforms such as Grafana and Loki. - Automotive, dealer management or financial services experience will be advantageous. - ITIL Foundation Certification or other relevant certification will be advantageous. Requirements - Analytical troubleshooting - Customer support - Structured communication - Service ownership - Cross-functional collaboration - IT Service Management - Incident Management - Problem Management - Change Management - Major Incident & Escalation Management - ITIL principles - Application Support & Troubleshooting - Java Enterprise Application Support - JVM monitoring and analysis - Application log analysis - Exception handling - Stack trace interpretation - Incident investigation - Production issue resolution - Root Cause Analysis (RCA) - APIs & Integration Support - REST API troubleshooting - JSON payload analysis and validation - Web services support - Integration monitoring - Integration troubleshooting - Message processing - Reconciliation - Retry management - Infrastructure & Platform Support - SQL querying - Database validation - Networking fundamentals - DNS - HTTPS - Firewalls - Load Balancers - SSO - LDAP - Active Directory - Monitoring & Observability - Grafana - Loki - Service health monitoring - SLA tracking - Performance analysis - Transaction tracing Benefits - Provide Level 2 operational support for the Offering and Contracting platform used by dealerships to create offers, finance agreements and vehicle contracts. - Monitor application health using Grafana and Loki. - Investigate and resolve production incidents. - Perform log analysis and transaction tracing. - Support dealer and business user issues. - Troubleshoot front-end, back-end and integration failures. - Perform initial Root Cause Analysis (RCA) and document findings. - Support releases, deployments and production changes. - Support operational excellence goals by applying strong operations knowledge to reduce incidents. - Coordinate with Level 3 Development and Infrastructure teams. - Perform code debugging, code fixes and root cause analysis where required. - Prepare and maintain standard operating procedures, runbooks and system documentation.

• Handle Service Desk calls, manage incident resolution workflows, and support end users effectively; • Create, manage and automate tickets within ServiceNow, with a solid understanding of workflows and automation opportunities; • Automate existing workflows including automating ticket creation and management in ServiceNow while improving the quality of service delivery; • Reporting activities; • Handle incoming calls using ServiceNow and task management; • Create relevant documentation as well as user manuals.