Service Operations Engineer – Junior level

Location

Diemen (Amsterdam, NL)

Department

Service Operations & Implementation

Date

25 June 2021

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Wanted: Jr. Service Operations Engineer excited to shape the future of mobility!

 

Our drive

We love cities. And we’re doing something to make our cities healthier, cleaner and more liveable. How? By providing parking solutions that are simple, quick and effortless.

Today, PARK NOW is the world’s leading provider of on-demand mobile payments for on- and off-street parking. We make life easier for more than 17,000,000 drivers in over 700 cities in Europe.

 

This is what you do as Junior Service Operations Engineer

As Junior Service Operations Engineer you provide 2nd line support to PARK NOW internal and external customers, such as cities, enforcement parties, off-street parking (garages) and our own cashless parking apps. Customers rely on you to apply your technical and/or product knowledge as well as communication skills to resolve their incidents, answer their questions and fulfil their service requests. As a team we strive to do that within agreed timelines and quality levels, and manage their expectations throughout the process.

 

You are part of one or more technical or functional specialized subteams, such as finance, off-street, cloud technology or service monitoring, where you apply and grow your skill. As first point of contact you do initial classification, prioritization and analysis to determine which subteam to assign a ticket. Resolution can occur fully by yourself/subteam, or you achieve resolution by involving other PARK NOW teams or vendors, where we apply DevOps principles to ensure smooth collaboration and achieve agreed resolution timelines.

 

Next to ticket work you monitor our production platform and respond to alerts, preventing incidents from happening – during office hours as well as out of hours via an on-call rota, support deploy and release of changes to our technology in controlled manner, work on process and procedure improvements, structural fixes and align on bi-weekly basis with customers and engineering teams to align prioritization of work in progress.

 

Your Responsibilities

 

  • Analyse, classify, prioritize and resolve incidents (Incident Management)
  • Fulfil standard requests, such as providing user access, API access or data queries (Request Fulfilment)
  • Intake of new tickets (ServiceDesk)
  • Support controlled change to our product (Release & Deployment management)
  • Support larger projects with expertise from our team
  • Apply DevOps principles to streamline work in progress between internal and external Customers, Service Operations, Product+Engineering and manage expectations accordingly
  • Monitoring of the production platform – acting on alerts and perform visual inspection of dashboards to detect and prevent incidents
  • Creating, updating and following procedural documentation
  • Participate in identifying and implementing improvements and structural fixes (problem management)

 

Requirements

 

  • Good verbal and written communication skills: dealing with individuals with a wide range of technical and functional knowledge
  • Willingness and ability to embrace change and learn about the parking domain and new technologies
  • Resilient – copes well under pressure and can identify when help is required
  • Self-starter, intrinsically motivated to achieve your goals
  • Display a strong customer service ethos
  • Have a problem-solving mentality, the need to find the root cause of an issue
  • Eager to learn/grow and apply diverse set of skills
  • Continuous improvement mindset – every day a little better
  • Must-have technical experience:
    • SQL (either MSSQL or MySQL/Aurora)
    • General understanding of technical building blocks of a service, such as databases, infrastructure, front-end, back-end, apps, APIs
  • Having experience with one or more of the following is a big plus:
    • ITIL framework
    • DevOps principles
    • Amazon Web Services (understanding of concepts)
    • NewRelic
    • Powershell
    • RESTful API’s
    • Micro Service Architectures
    • Message Queues
    • Postman
  • Nice to have:
    • ServiceNow
    • Jira
    • Confluence

 

Our offer

 

Want to be part of a dynamic fast-growing scale-up and global, urban mobility leader? Yes! Want to make an impact? Yes!

 

We offer a first contract period through a broker (1040 hours) and then the possibility to join our company. There is a lot of autonomy and room to develop your talents. We know our people are at their best when they enjoy a good work-life balance, which we fully support. You can expect great employment benefits, weekly bootcamps, monthly massages, Friday drinks and snacks, daily fresh fruit, fun team events and much more!

 

PARK NOW. We are driven to improve. Come join the ride!  

 

Apply now 

 

We are currently all working remotely, but once it is safe to do so, this role will be predominantly based in our office in Diemen, full time.

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