Service Manager IoT Run & Support

Service Manager IoT Run & Support Be a part of a revolutionary change. At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. PMI’s journey to a smoke-free future is fueled by technology. The total transformation we’re going through means that there are unique IT projects here to match all levels of skills and ambitions – from pace-setting global pilot projects to vital local updates. Whether you want to pursue a personal passion or build an international career, there’s space here to develop in any number of directions. To join us in IT you’ll need to be driven and equally happy whether you’re taking the strategic view or diving deep into processes. We'll make sure you're set up to succeed whatever your project is, our culture is agile and collaborative, and we genuinely believe our people are some of the best you’ll ever work with. Why join the PMI IOT Team? • A unique opportunity to co-deliver together with our Products engineering teams, the next generation reduced risks products that our consumers need to quit smoking • Use bleeding edge software and platform designs to address complex business challenges and provide our consumers with the best in class experience they are looking for Your ‘day to day’ The Service Manager IoT Run & Support has accountability for the end-to-end support and operations of our global scale IoT cloud solutions, to be the point of contact for any services issues related to the platform or infrastructure which is mainly based on AWS cloud platform. He/She will manage a team of employees and consultants that builds automation and monitoring tools which ensure our global platform is up and running with maximum availability whilst proactively detecting any opportunities for improvement to enable a smooth, lean and efficient operations that detects and solves any potential issues before they can possibly affect end users. Main Accountabilities: • Manage and coordinate the L1/L2 team to handle the end-to-end IoT L1/L2 support services including incident management, triage, problem management, troubleshooting, configuration management for all IoT components • Manages internal ticketing tools and works with the L3 service team • Makes certain the end-to-end monitoring strategy for the IoT platform is being followed at application level and infrastructure level, using tools such as AWS CloudWatch, ELK/Kibana, pager duty, etc. • Acts as security first line of defense for any potential anomaly detected by the monitoring tools. Owns the triage process and root-cause analysis to quickly identify the cause of potential threats. • Promotes continuous service improvement, including but not limited to standardization of monitoring logs, end-to-end performance improvements, cost reduction initiatives and fine tuning of alarms • Ensures business continuity on the IoT platform by executing the end-to-end disaster recovery plan when need arises and conducting tests periodically to secure the effectiveness of the existing tools and procedures • Works with IoT Run & Operations manager, participates in infrastructure projects, including migration or upgrade of existing tools, migration of components, AWS Accounts; ensures IoT platform is aligned and up to date with global PMI IT infrastructure strategy; oversees the release management and automation processes for the Production environment • Collaborates and interfaces with delivery, product, QA, architecture, security and wider technology, consumer and product teams and the wider PMI infrastructure team Who we are looking for: • University degree (BSc or MSc) in Computer Science / Computer Engineering / Information Systems • 5+ years of experience in L1 and L2 applications support (incident management, triage, troubleshooting, problem management) • 5+ years of experience in operations of critically important online services, with strong business and technical vision • 5+ years of experience in system administration (cloud administration, Linux environments, large scale data bases, etc.) • 5+ years of relevant experience in specific technology area(s) including AWS Cloud with a focus on IoT as well as main AWS serverless services (Lambda python and node.js, API Gateway, DynamoDB, IAM, Kinesis, IoT Core, SNS, SQS, AWS Events Bridge), Jira, Confluence, Jenkins, Bitbucket, Artifactory, CI/CD • Hands-on experiences with AWS cloud, reviews source code (python and/or node.js), and Linux /Unix environments • Exposure to Global environment, successfully delivered large solutions for consumers • AWS certified Cloud Practitioner • Proficiency in English What we offer Our success depends on the men and women who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can: • Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore. • Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong • Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress • Take pride in delivering our promise to society: to improve the lives of a billion smokers