Platform Support Engineer

Purpose of the role:

Platform Support Engineer ,

This role requires a combination of strong collaboration, analysis, critical thinking, and independent decision-making skills. At Yum, we like to continue to build know how and ensure we are documenting processes, in this role, you will be supporting and creating knowledge base articles and reviewing processes. Additionally, you will be delivering regular and high-quality stakeholder communication related to system management and any issue resolution. Once issues have been closed, you will lead the internal review to identify root cause, conduct impact analysis and drive recommendations to prevent any future issues.

Role & responsibilities

• Development of tooling to aid in the maintenance, support, and remediation of issues in our platform
• Update internal dashboard reporting, visualizations, and alerting mechanisms for all production applications and supporting environments.
• Implement end to end monitoring of different platforms to reduce system downtime.
• Create and manage metrics for all Yum Platforms (eCommerce, POS, Admin Portal & Menu Management) and Brands. Build and expand reporting against software reporting metrics.
• Collaborate with engineering groups to lead proactive troubleshooting steps and measures to reduce escalations and resolve issues faster
• Lead Priority 1 and 2 calls, process improvements and postmortems. Participate in an on-call schedule to cover high priority support incidents which occur outside of normal business hours.
• Develop new runbooks for repeatable/common issues and create documentation for post issue resolution including root cause and impact analysis within published department SLAs.
• Collaborate with cross-functional teams and build relationships needed to implement all of the above.
• Participate in code reviews, ensuring that all platform support processes align with our architectural principles and design patterns, fostering a culture of continuous improvement and technical excellence.
• Develop and enhance tooling for platform support, aiming to automate repetitive tasks, improve system reliability, and streamline operations, while maintaining a strong focus on scalability and maintainability.

Preferred candidate profile

Minimum Requirements

• Bachelor's degree in Computer Science/Engineering/Technology CIS or equivalent experience
• 4-6 years in a Production Support Engineer role which requires managing customer interactions.
• Ability to remain calm under pressure
• Strong understanding of APIs.
• Experience in Kubernetes is a must
• Familiarity with ticket tracking tools (Service Now, Jira)
• Experience with Datadog or similar observability tools
• Excellent written and verbal communication skills with the ability to clearly communicate across all levels of the organization in high-pressure situations
• Excellent problem solving and analytical skills
• Ability to work a flexible schedule to help cover round the clock support

Preferred Requirements

• Understanding of the Web; including familiarity with JavaScript, REST APIs, GraphQL, and Git.
• Fluency with Unix / Linux