Principal Service Operations Engineer

The Flooid Principal Service Operations Engineer ensures customers receive the right level of service by maintaining, improving, visualizing, troubleshooting, and delivering technical cloud environments for our highest profile clients. As the technical lead for the Operations team, you will collaborate with teams from across the business to ensure that customer systems are performant, reliable, resilient, and secure, even during periods of rapid change.

Requirements

You and the Role

The Principal Service Operations Engineer at Flooid is the technical SME on cloud environments and related operations. While this is an individual contributor role, the ideal candidate will guide and develop the team’s technical skills and drive best practice. Primary duties include:

• Leading the way for complex technical activities such as incidents, deployments, problems, DR failovers, and similar complex changes with both a hands-on approach and a longer term, strategic mindset
• Excellent knowledge of supporting & troubleshooting Java and/or Apache based applications, within cloud environments
• Taking full ownership of key customers for all technical and operational issues and improvements, while working closely with stakeholder teams to ensure a joined-up approach
• Working “hand-in-glove” with delivery to ensure that the balance between agility, reliability, and efficiency is correct and that the customer and operational factors are considered
• Achieving KPIs and SLAs that span multiple teams, customers, and tech stacks
• Representing the technical and operational interests with multiple stakeholders, including significant global customers, and ensuring the right decisions are made for stability and availability
• Assisting in managing capacity across teams and infrastructure to ensure that Flooid can continue to grow and deliver services to an increasing number of customers
• Ensuring the technical teams have the right mix of skills for both current and future scenarios and working to develop individuals as required
• Leading, developing, and mentoring the teams and individuals to build best practice and processes
• Identifying and implementing continuous improvements and driving these activities to their conclusion
• Taking responsibility for technical aspects of change for multiple customers, including change approvals, CAB membership, and scheduling of changes

Skills and Experience

A successful Principal Service Operations Engineer at Flooid will be a pro-active self-starter with an eye for detail who collaborates effectively with diverse team members. The ideal candidate will have the following skills and experience:

• In depth technical expertise and multiple years of experience in a similar role
• Experience working as part of mixed technical teams spread across regions, time zones, support rotations, and follow-the-sun approaches
• Deep experience in at least 3 of the following:
• Google Cloud Platform
• Supporting Java and/or Apache based applications
• Cloud architecture
• Kubernetes
• Experience in these areas would be beneficial:
• Networking (including VPN, firewall & routing)
• Designing and operating SaaS in the cloud including high availability, redundancy and capacity
• Other cloud platforms (eg Azure, AWS)
• ITIL
• Linux OS / Windows OS
• Experience in or an understanding of FinOps and Cloud optimization
• Ability to work as part of an out-of-hours rotation and manage teams and rotations to ensure the right level of cover is always provided
• Working understanding of ITIL and experience with improving processes that span multiple teams and departments
• Excellent stakeholder management and ability to work with a variety of people at teams at different levels
• Proven ability to work alongside and build strong working relationships with large Tier One retailers / blue-chip companies
• Ability to understand and distil complex information into high level views and reports for a variety of audiences with excellent customer facing communication skills
• Dynamic and proactive approach to resolving issues
• Strong analytical and critical thinking skills, with the confidence to ask questions and challenge opinions when necessary
• Excellent organizational and time management skills with the ability to set priorities, handle multiple responsibilities, and meet deadlines
• Experience within the retail sector, Public Cloud Certification (e.g., Professional Cloud Architect), and FinOps Certification highly desired

Benefits

Flooid is an innovative software technology company offering cutting edge retail and hospitality solutions to major global brands, from point of sale, mobile, online, social, and beyond, as well as solutions for Cloud and Managed Services, ensuring our retail partners have everything they need to make the sale. Our customers’ needs are at the heart of what we do, and that focus has resulted in great historical success and an exciting strategy for where we are headed in the future.

Location: United States – Remote or In-Office/Hybrid (primary office located in Cincinnati, Ohio). Because this role supports our global business, candidates must be based in the Eastern or Central Time Zones.

Hours: Full-Time – At Flooid, we promote a flexible work environment that allows you to balance your work responsibilities with other priorities, like picking up your children, caring for an aging parent, or attending important family events.

Benefits: Benefits start on day one – medical, dental, vision, life, and disability coverage available; competitive salary; flexible PTO policy that allows for uncapped PTO; fully paid FMLA leave comparable to company-paid short-term disability coverage; 12 weeks of fully paid parental leave; 401(k) plan with company match

Applications: If you believe you have the skills and experience to succeed in this role, even though you do not meet 100% of the criteria, we encourage you to apply! Research suggests that certain groups will apply for a role if they meet 60% of a role’s requirements, while others will only apply if they hit 100%. We encourage applications from anyone with the skills, experience, and attributes that will make you a great fit for the position and addition to the company.

Accommodation: Work is performed in an office setting with frequent interruptions. This position requires the ability to sit or stand at a workstation for extended periods of time. The ability to communicate effectively in person, by phone, and on electronic devices is necessary to perform this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Employment Opportunity: Flooid is an Equal Employment Opportunity (EEO) Employer and complies with Title VII of the Civil Rights Act of 1964 and all other applicable federal, state, and local laws and regulations pertaining to EEO as well as subsequent guidelines established by the EEO Commission.