Service Specialist Ii

**Worker Sub-Type**:
Regular

**KEY RESPONSIBILITIES**

Engineering/Development:

- Design BlackBerry services to work in a highly available and disaster-resilient global fashion.
- Collaborate with product and development teams to evolve and improve software and services.
- Use outside-of-the-box thinking to generate creative solutions to problems.
- Analyze and present multiple solutions; Use analytic and strategic skills to select and recommend one.
- Troubleshoot and identify bugs in partnership with development and testing teams.
- Automate recurring work such as deployments, upgrades, management and monitoring functions.
- Develop tools and engineer 3rd party software to support the BlackBerry services.
- System performance management and tuning.
- Validate that production behavior and performance aligns with test results.

Deployment:

- Deployment and upgrades of BlackBerry services; coordinating the arrangements for the supporting platform and infrastructure; configuration of the services.
- Create and review methods of procedure (MOPs) that specify the steps and commands to run; create implementation plans that organize the work across multiple teams.
- Adhere to defined Change, Incident, and Problem Management policies designed to manage risk and improve availability amidst services and technologies evolving at a fast pace.
- Standardize production and lab systems to make deployments and troubleshooting easier.
- Communicate status and results to key internal stakeholders; manage expectations for the project and service.
- Continuously work with development, networking, and security teams to improve security posture and eliminate vulnerabilities.
- Advise on capacity planning and management.
- Build and deploy brand new services; migrate services between sites.
- Work with security teams to improve security and patch identified security vulnerabilities.

Support:

- Assess service quality and identify opportunities for improvement.
- Troubleshoot and resolve incidents affecting both production and pre-production environments; prevent incidents from recurring through knowledge sharing, documentation, and improvements. Contribute to root cause analysis.
- React quickly to problems and follow established procedures to implement solutions.
- Create and maintain support information, such as procedure instructions and process updates.
- Share knowledge with other BlackBerry employees, formally and informally.
- Contribute to incident impact calculations to help determine the true impact to customers.
- Work within the defined change management processes to plan and schedule changes.

**SKILLS AND QUALIFICATIONS**
- Post-secondary education in Computer Science, Systems Administration, or a related discipline.
- Five to eight years of experience in Service Provider, IT Administration, or Network Operations settings.
- Strong Linux/Unix administration.
- Deploying and maintaining standard Internet services (e.g. apache, tomcat, JBoss middleware), DNS services (e.g. bind), and protocols (e.g. HTTP, SSL).
- Experience with Container platforms (e.g. Docker, OpenShift, Kubernetes).
- Designing services in a public cloud infrastructure (AWS, Azure) and deploying IaC using Terraform.
- Virtualization, Cloud Computing (e.g. KVM, VMware, Openstack), PaaS support and configuration.
- Scripting and/or programming experience in bash, awk, sed, Perl, shell, XML, Python, Ruby.
- Experience with automation in large scale environments using scripts, version control (eg: Git, SVN) and configuration management (e.g. Puppet, Chef).
- Application network configuration (configuring and troubleshooting routes, VLANs, subnets).
- Participation in an on-call rotation; operate effectively in a global 24x7 environment.
- Excellent written and verbal communication skills in English. Effective collaboration and negotiation.
- High initiative and motivation. Ability to work effectively independently, and to support multiple services as part of a team.
- Ability to embrace change, seize opportunities, and contribute to a positive working culture.
- Proponent of “best practices” and a leader in continuous improvement.
- Knowledge sharing and coaching.
- Ability to learn new technologies quickly and with mínimal support and guidance.
- Strong individual time management. Basic project management skills.
- Handling pressure and urgent situations with a level-headed approach and high professionalism.

**ADDITIONAL ASSETS**
- Data storage products (e.g. Oracle, PostgreSQL, MySQL, Cassandra). Hadoop. NAS/SAN solutions.
- Programming languages (Java, Ruby, C, C++).
- Certifications such as LFCS/LFCE from Linux Foundation, LPI, RedHat or SuSE.
- Application load balancing and dynamic/intelligent DNS.
- Cloud networking using VPC, Security Groups, NACL, Transit Gateways.
- Enterprise-class monitoring tools.
- Formal project management training or certifications.
- Experience as a trainer.
- Scrum and Kanban methodologies.
- ITIL experienc