Job Title: Support Engineer
Contract Length: 6 months
Location: Dublin
About the Role
A leading global e-commerce company is seeking a passionate, driven, and talented Incident Manager II (Call Leader) to join their OpsTech Solutions Command Center (OCC) team. You'll help reduce risk to customers, resolve globally impactful issues, and drive innovation in incident management processes.
This position offers the chance to shape a global support and process model impacting operations worldwide. You'll work in a fast-paced, start-up-like environment where world-class service and operational excellence are core values.
Key Responsibilities
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Lead high-severity incident response calls, ensuring rapid and accurate triage across global support teams.
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Direct engineering teams to quickly identify and resolve issues.
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Lead root cause analysis and implement corrective actions to prevent recurrence.
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Serve as primary liaison and escalation point for Field Operations and Field IT.
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Drive process improvements and implement proactive changes to mitigate future risks.
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Communicate effectively across technical and business teams, including senior management.
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Support system and software engineers to maintain the health and availability of fulfillment center systems.
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Contribute to solutions for complex, large-scale business and technical challenges.
Basic Qualifications
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2+ years of experience in Global Incident Management.
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2+ years of Problem Management experience.
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3+ years of hands-on network-focused technical experience, working with IP routing protocols/technologies in large-scale data center or WAN environments.
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Experience supporting Field IT and Operations Partners in high-severity incidents, root cause analysis, and risk mitigation.
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Strong cross-functional communication and stakeholder management skills.
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Experience with project management methodologies.
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Familiarity with ticketing tools and their integrations.
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Technical experience in one or more IT domains: Networking, Linux administration, Microsoft administration, Cisco configuration and management.
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Exposure to Linux/Unix environments and scripting (Python, Perl, Shell) or strong desire to learn.
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Exceptional attention to detail, analytical ability, and team-first mindset.
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Ability to prioritize effectively and thrive in a fast-paced, dynamic environment.
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Experience in virtualized enterprise networking environments.
Preferred Qualifications
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5+ years in Global Incident Management and Problem Management.
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Extensive hands-on experience in large-scale data center/WAN network environments.
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Demonstrated ownership and accountability in IT infrastructure and root cause analysis.
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Proven experience in high-severity triage, escalation, and issue management.
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Strong knowledge of ticketing systems and workflow management.
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Deep understanding of TCP/IP networking, including:
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IP routing (OSPF/IS-IS, BGP, MPLS)
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Network security (Firewalls, ACLs, Load Balancing, DNS, DHCP, IPAM, LDAP, NFS)
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Experience with Cisco or Juniper platforms.
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Scripting proficiency in Python, Perl, or Shell.
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Proven problem-solving and analytical skills.
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Excellent technical aptitude and ability to manage complex issues.
