Business Operations Engineer

Business Operations Engineer

Business Operations report into Booking.com Core Infrastructure , but deal with operational matters for the Trips business Unit. The Trips business unit are the who empower people to get where they’re going. Whether they’re taking the wheel or sitting back and leaving it to the driver/pilot. Whether they’re heading straight from A to B or enjoying the freedom to go wherever their journey takes them. To do that, we operate multiple brands: Booking.com, Rentalcars.com, Rides & more.

And we’re in good company. Together with priceline.com, KAYAK, agoda.com, and OpenTable, we’re part of Booking Holdings, the world leader in travel and related services.

Our HQ is in Manchester, we’re part of the worldwide Booking.com family. At the same time, we’re proud of our own unique identity. Speaking 42 languages, our staff come from all over the world, just like our customers. What brings us together is our love of adventure: our own as well as other people’s. It’s easy to be passionate about a job that enriches so many lives on a daily basis, and our workplace reflects our passion, our diversity, our global focus. Just search “Manchester’s coolest office” and see for yourself.

Where we are going

• Cross functional agile teams who own their products in a Continuous Delivery DevOps
  environment

• Revolutionise our customer experience through a great website and mobile app
  Data driven decisions using Kibana, Hadoop, monitoring, Big Data, MI and MVT testing

• Continuous improvement, keeping it simple and developing the team

• Great engineering practices with a focus on TDD and BDD principles and a strong focus on non-functional requirements at the beginning rather than an afterthought

• Decoupled service orientated architecture with resilience and adaptability built in

Responsibilities

• Monitor and respond to alerts concerning the performance of trading and backend systems

• Make configuration changes to systems to mitigate trading and performance risks

• Communicate technical support issues in a timely fashion to large groups of people

• Conduct post-issue analysis, create and update reviews and reports

• Work with business, product & engineering teams across multiple sites to analyse and resolve issues

• Participate in 24x7 support - role involves providing on-call support

• Use and develop monitoring tools such as custom in house tooling,  AppDynamics, Kibana, Grafana, Jaeger, VividCortex & more to proactively and reactively assess performance of systems

• Help to assess and evaluate new monitoring tools as required over time

• Work as part of team providing escalated application support – this role requires detailed application analysis and ability to conduct deep analysis to find root causes of problems

• Work closely with external suppliers to resolve integration issues and analysis

• Other incidental or recurring technical and analytical supports as requested and required by engineering teams

• Build & maintain detailed and quality documentation

• Use data mining and analytical skills to answer questions based on data & analyse data patterns to assist to identify and resolve problems.

• Build and maintain operational tooling

• Develop & Adjust team processes based on self-identified improvement requirements

Skills we are looking for

We are looking for a motivated and enthusiastic Business Operations Engineer to help deliver the best possible services and solutions to Rentalcars.com and associated brands customers. We expect you to have the energy and passion to deliver using a whole range of technologies and have a solid understanding of engineering principles.

• Analytical in approach, tenacious and driven by results

• Ability to use existing monitoring tools, such as Kibana, AppDynamics, Grafana & Jaeger to quickly assess system performance issues

• Ability to contribute to the development of internal tools and their usage to improve
  efficiency, for example, building dashboards and implementing alerting to notify engineers of issues

• Ability to work closely with engineering teams to proactively resolve commonly occurring issues and to implement healing systems and processes

• Demonstrable application support experience, ability to investigate complex system and
  software issues including analysing servers, database and application code

• Ability to understand large application estate & build/maintain appropriate documentation

• Ability to manage complex issues and problems over entire lifecycle, potentially managing the resolution of problems over extended periods of time which require the input of multiple engineering teams

• Clear and proven ability to communicate clearly especially in writing – this role will involve communicating technical issues to 1000s of people.

• Demonstrates comfort with ambiguity and an entrepreneurial style

• Robust & resilient, a completer/finisher with an attention to detail

• Ability to excel while under pressure especially out of hours

• Ability to triage and troubleshoot Linux & container systems both on premise and in public cloud

Additional job specific responsibilities and accountabilities

• Establish strong relationships with technical counterparts in product teams – ensure that through regular dialogue operations fulfil their requirements, and that the product
  understands operational capabilities.

• Use product dialogue to ensure that high-level trends, and per-product details are understood to an appropriate extent by operational teams.

• Identify likely future support requirements and ensure that where appropriate we work
  towards fulfilling them

• Work alongside the Senior Business Operations engineers & Engineering Manager
  developing skill and capability

What we offer in return

• Ownership of your work and a great technical challenge

• Coming soon: A great new office to work in the heart of Manchester

• Great office facilities including subsidised canteen and Starbucks, free breakfast & fruit and cycle hub