Service Operations Associate Analyst

The Service Operations Centre Team is responsible for the primary operation & availability of JET’s platforms and services around the world. The team is responsible for identifying and resolving issues in production (ideally before they become visible to customers) and working with the wider engineering community to ensure we chase down and mitigate areas of risk.

Based across UK, Sydney and Winnipeg the SOC Team work in a 4 on 4 off shift pattern with a follow the sun model to ensure that we provide 24/7 cover during our peak trading periods in all the markets we operate in.

You'll be working as part of the Platform Operational & Service Reliability department to help define and shape the future of our platform and services. You’ll operate global AWS Platforms at scale, we’ll provide the training and support to help you do that.

**Our story (the bitesize version)**:
At Menulog we’re delivering delicious dishes to thousands of food lovers every day; from brilliant burgers to superb sushi. With more than 38,000 restaurant partners across ANZ, we pride ourselves on providing amazing food experiences every day.

The secret to our success is great people. From analytical gurus to marketing maestros and sales specialists. Our talented teams are working together to make Menulog the biggest food delivery service in Australia and New Zealand. This is where you come in

**All about the role**:
**As a Service Operations Analyst, we're counting on you to**:

- Monitoring our production environments and reacting fast to prevent or reduce customer visible impact.
- Accurate Escalation of incidents when required
- Communication of production issues to key stakeholders
- Troubleshooting, reproducing and mitigating issues in our production environments
- Incident management of high severity issues impacting our sites and services 24 by 7 ( as we will operate as per the sun model mentioning 24/7 is contrasting here)
- Creating automation and tooling for the SRE team to improve our processes(can be removed for Analyst position)
- Working on the Platform & Reliability Engineering backlog to improve how we operate our services in production(can be removed for Analyst position)
- Supporting service prior to go-live through pre-launch reviews
- Participating in Wargames to test our operational response and Identify areas of weakness in our platforms.
- Acting as the central point of contact for communications and accountability in resolving issues.
- Provide tier 1 & 2 support as Subject Matter Experts for business operations teams.
- Using ITIL practices to control risk to production software systems.
Create Knowledge base infrastructure and articles

**Can you deliver**

**Ready to take the lead? Here is what we need from you**:

- Incident Management experience
- Strong Troubleshooting, problem-solving and investigative skills
- Experience operating a production environment
- Excellent communication skills
- Experience of working in an agile environment to deliver software
- Experience of Scripting / Automation (not required but good to know).
- Previous experience in Incident Management is an asset.
- Pursuing a career in computer science or IT and excited for experience in the operation and analysis of software and computer systems.
- Familiarity with software and technical monitoring tools.
- Ability to communicate ideas to technical and non-technical audiences.
- Excellent written and oral communication skills.
- Have a strong sense of urgency and are eager to take ownership of technical problems.
- Show initiative and are not afraid to step out of their comfort zone.

**You'll have an advantage if you've**:

- Worked with C#.net, Java, Python, Ansible (not required but good to know )
- Experience of ELK, Splunk, Prometheus, Graphite, Grafana, Pingdom, JIRA, Kibana, Pagerduty, Slack ( we can select which ones to include)
- Experience of AWS or Other cloud providers
- Used APM Tools in production before (not required but good to know)
- Operated a production Windows or Linux Environment
- Experience of working in an Agile Environment
- Worked a shift pattern before

If this sounds like you and you want to work for a fast-paced, ever-growing, exciting and fun company please apply.

**Agency recruiters will not be used to fill this position.**

Menulog prides itself on its positive culture. We value openness and transparency. While it is not necessarily a determining or disqualifying factor for any role, Menulog may require you to complete a Criminal Background Check.

**About Menulog**

Menulog is an app-based food delivery service offering Australians and Kiwis the greatest choice of restaurants and cuisines. Menulog connects millions of active customers with more than 38,000 local restaurants across ANZ.

As the Menulog business continues to grow at an impressive rate, we’re always on the lookout for energetic, talented and passionate people to join our ever-growing team. We’re a fast-paced, forward-thinki