Location: Colombo

Onsite | Full-time | Shift work

Enactor is a successful and growing software company providing enterprise systems to leading retailers world-wide. Enactor systems drive the in-store, mobile, and online channels that make up a modern retail organisation.

Developer / Engineer Support

Job Description

Included but not limited to:

• Responsible for supporting and ensuring the stability of the Enactor applications (both hosted by Enactor and hosted by our customers at their data centers and in-store).
• Follow Change, Incident, and Problem Management according to Enactor guidelines.
• Participate in change planning, deployment, and review.
• Perform proactive maintenance activities, create scripts for automation, and perform root cause analysis and remediation.
• Write and maintain scripts to monitor system functionality and performance via Zabbix and other monitoring tools (e.g., Prometheus, Grafana).
• Analyze and reproduce issues reported by Enactor customers.
• Provide out-of-hours support on a weekly rota basis for urgent customer issues.
• Support customer configuration changes from inception to delivery.
• Proactively assign, manage, and prioritize relevant support tickets in the ticketing queue using Zendesk.
• Manage configuration across multiple environments.
• Support application deployment during hardware upgrades for production services.
• Take ownership and become a subject matter expert in various parts of the Enactor applications and systems.
• Knowledge of SLA, SLI, and SLO
• Certificate Management

Qualifications and experience

• Bachelor’s degree in Computer Science, Engineering, or relevant retail experience.
• 4+ years of experience (preferably in retail back office).
• Excellent written and spoken English.
• Solid experience in an application support function, ensuring high availability inactive/active environments.
• Excellent analytical and problem-solving skills with an automation and monitoring mindset.
• Experience with change, incident, and problem management tools like Zendesk, Jira, or equivalent.
• Strong documentation skills.
• Adaptable and flexible in changing priorities.
• Hands-on approach with a commitment to meeting objectives.
• Strong customer service focus with a drive for high-quality delivery.
• Effective communication skills for engaging both technical and non-technical stakeholders.
• Demonstrated ability to collaborate with cross-functional teams, especially development and infrastructure teams, to resolve complex issues.
• Hands on experience in development - preferably Java or c#
• Worked as a Software engineer or Application Support engineer

Technical Skills — Essential

Candidates must be technically proficient, with experience in similar roles involving high-level problem-solving. Skills should include:

• System Testing: Involving setup, configuration, investigation, and reporting of issues.
• OS Familiarity: Minimum 1 year of experience troubleshooting Windows or Linux systems, including remote connections, understanding of file organization, and managing processes.
• Issue Analysis: Experience in root cause analysis, application integration, and testing.
• Database Knowledge: Proficient in SQL, querying databases, and investigating data issues.
• Cloud Deployment: Experience deploying on AWS and Azure, with knowledge of high availability and scalability practices (auto-scaling, load balancing, clustering).
• Application Support: Experience supporting Java applications running on Apache Tomcat, JWS, or similar containers.
• Container Management: Proficiency in Docker, Kubernetes, and related tools like Helm for deployment management.
• Automation Scripting: Experience with Linux Shell, Windows PowerShell, or similar for scripting automation tasks.
• Microservices Architecture: Knowledgeable in managing microservices and tools like API Gateways or Service Meshes (e.g., Kong, Istio) for efficient service-to-service communication.
• Monitoring and Observability: Familiarity with monitoring tools such as Zabbix, Prometheus, Grafana for system and performance monitoring.

Only shorlsted candidates will be contacted.