Our Opportunity:

Chewy is seeking an ITOC Operations Engineer at our Boston, MA location. The ITOC Operations Engineer will oversee the monitoring of the Chewy technology environment. This includes troubleshooting service impacting issues, communicating to the business and teams effectively to resolve Major Incidents and perform daily operations to ensure company stability. The ITOC Engineer role is a pivotal player in maintaining the Infrastructure and E-Commence environment's health and will continuously respond to and triage all alerts from the ITOC Monitoring Fabric. The Engineer will be expected to resolve most issues they encounter via runbooks and escalate to Engineer ll's or the team Leads should they experience issues above their skillset. They will be expected to grow their knowledge to develop skills to resolve these events without assistance. The Engineer will play a vital role in the Incident Management process and will be expected to quickly and accurately compose communications to the business – both Internal to IT and External to the consumers of impacted IT services during a Major Incident. The Engineer will also be engaged in the tracking and ongoing documentation of these Major Incidents in real-time as they occur. 

What You’ll Do:

• Monitor the Chewy enterprise environment in a 24/7/365 operation that is constantly available upon contact, and availability to address alerts and incidents 100% of the time
• React to alerts by performing Tier 1 and Tier 2 operations depending on the issue
• Perform daily operations of various teams to assist with day to day workload and prevent future issues
• Effectively escalate service impacting issues to the correct teams and collaborate to ensure the issue is resolved as soon as possible. Preliminary troubleshooting and initial resolutions actions attempted are required before escalating
• Finding and Reporting trends, misconfigured monitoring or other events that are creating events that are a disruption to the production environment
• Incident Management by analyzing and acting on Major Incidents according to their severity/priority level
• Major Incident management includes but is not limited to; Creation of escalation pages to Resolver Groups, Effective
• Communications and Documentation of Incidents according to the proper procedures
• Other duties as assigned

What You’ll Need:

• Bachelor’s degree in computer sciences or equivalent
• Minimum of 5 years of experience providing technical support directly to users
• AWS experience
• Datadog, Cloudwatch, or other APM tool experience
• ServiceNow experience
• Linux OS experience
• At least 3 years of experience in a Network Operation Center in an enterprise environment
• Excellent organizational and troubleshooting skills
• Able to handle multiple tasks in a fast-paced environment
• Able to communicate effectively and to work collaboratively with all levels of the organization
• Superior customer service and client interfacing skills
• Denote travel expectation - 10-15% (Highly unlikely, but may happen for Business Continuity reasons.)
• Comfortable working night shifts (10:30pm-7:30am).
• Position may require travel

Bonus (if applicable):

• E-Commerce platform and support
• Networking experience
• APM experience
• Certification in ITIL
• Experience with incident and problem management

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [email protected].

To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy (https://www.chewy.com/app/content/privacy).

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact [email protected]. To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy).