Internet Performance Engineer

Thomson ReutersO firmie

  • Gdynia

    pomorskie
  • Ogłoszenie wygasło 4 lat temu
  • Specjalista
Internet Performance Engineer
Primary objectives

The post holder is part of a small team of Internet performance assurance analysis experts forming an Internet Centre of Excellence (ICE) within TS&C that operates over a 24x5 coverage period initially, but likely to extend to 24x7 coverage in future. 
The ICE team will be dedicated to assuring and improving the end to end quality and user experience of Financial & Risk products and services delivered over the public Internet to customers. In summary, this covers Internet performance monitoring and preventative actions as well as providing the ultimate escalation point for colleagues in other operational areas handling Internet incidents and other impairments that affect the Financial & Risk business. Considerations span Internet connectivity for Financial & Risk products, shared data centre infrastructures and relevant security procedures defined by the corporate security team.

The ICE team will interact with other internal operational teams, communicating via formal service management workflow tools such as Service Cloud and Service Manager, and less formally via chat rooms, email and telephone. For example, these other teams may include customer-facing teams, product support teams and security teams as well as other operational teams supporting network connectivity infrastructures and tools.
The team will also collaborate with Internet industry peers beyond the organizational boundaries of Thomson Reuters, including Financial & Risk established network service providers, other service providers, industry groups such as NANOG, Internet quality monitoring services providers and Internet security teams. The ICE team will play an important role in establishing and conducting these relationships. There is only expected to be direct support of Financial & Risk customers from the ICE team in exceptional circumstances.

Areas of accountability

The role of the ICE Performance Assurance Analysts is to provide day to day support of end to end Internet services supporting the Financial & RiskR business across the following areas:

  • The proactive detection of impairments from optimal Internet performance as perceived by Financial & Risk product users through 
  • performance monitoring and analysis of Internet connectivity in key geographic markets, and its impact on the customer experience of Financial & Risk products, 
  • liaison with external industry peers from established providers and other organizations involved in Internet situational awareness
  • working with the Internet Service Manager and relevant supporting technical teams on initiating appropriate actions to restore performance and availability to optimal levels, and 
  • mitigating identified risks to service levels
  • Responding to confirmed incidents relating to global Internet connectivity, by 
  • working collaboratively with other groups and diagnostic resources as required, and
  • achieving timely incident resolution and adoption of any remediation measures 
  • Operating and working to documented business processes relating to the Internet centre of excellence, maintaining proposed areas of improvement to the ICE Manager and other relevant teams involved in Internet services where performance deficiencies and improvement opportunities are identified

 Responsibility for work of others

  • No line management responsibility

 Required Skills and Experience

  • An advocate of the power and benefits of Internet use, realistic over its inherent limitations and demonstrating drive to provide practical “how-to” consultancy to stakeholders
  • Proven experience of taking a customer-centric approach to supporting a complex, high value product or service relying on the Internet with a demanding global customer base
  • Proven experience of improving or optimizing service levels and the customer experience in a complex Internet support environment
  • Expert level technical knowledge of the Internet (anticipated to have taken over ten years to develop): its end to end engineering - physical and logical, its performance characteristics, its resilience models, its various registries, its commercial structures, service offerings from providers and related trends
  • Expert level knowledge of key Internet protocols and sub-systems including BGP, DNS, TCP, HTTP, UDP and ICMP; and use of Internet proxies
  • Expert level knowledge of end to end Internet performance monitoring and impairment diagnosis systems
  • Expert level knowledge of Internet problem management techniques and troubleshooting skills
  • Strong knowledge of Internet security threats and mitigation techniques
  • A highly professional, structured and effective communicator, within the ICE team, across TS&C and more widely with various internal and external teams involved in Internet delivery of Financial & Risk products
  • Experience in managing staff / technical teams
  • Experience of operating in a demanding service operations environment, in a technical support capacity
  • Able to contribute and justify candidates for the development roadmap and investment plan for Internet enhancements, covering any aspect that will improve the performance, dependability and cost effectiveness of Internet for the Financial & Risk business
  • Proven experience working with Thomson Reuters Financial & Risk products and the underlying technologies, components, and infrastructures, and supporting and/or integrating them

Travel

  • Occasional, generally local, travel can be expected.

 

Internet Performance Engineer
Primary objectives

The post holder is part of a small team of Internet performance assurance analysis experts forming an Internet Centre of Excellence (ICE) within TS&C that operates over a 24x5 coverage period initially, but likely to extend to 24x7 coverage in future. 
The ICE team will be dedicated to assuring and improving the end to end quality and user experience of Financial & Risk products and services delivered over the public Internet to customers. In summary, this covers Internet performance monitoring and preventative actions as well as providing the ultimate escalation point for colleagues in other operational areas handling Internet incidents and other impairments that affect the Financial & Risk business. Considerations span Internet connectivity for Financial & Risk products, shared data centre infrastructures and relevant security procedures defined by the corporate security team.

The ICE team will interact with other internal operational teams, communicating via formal service management workflow tools such as Service Cloud and Service Manager, and less formally via chat rooms, email and telephone. For example, these other teams may include customer-facing teams, product support teams and security teams as well as other operational teams supporting network connectivity infrastructures and tools.
The team will also collaborate with Internet industry peers beyond the organizational boundaries of Thomson Reuters, including Financial & Risk established network service providers, other service providers, industry groups such as NANOG, Internet quality monitoring services providers and Internet security teams. The ICE team will play an important role in establishing and conducting these relationships. There is only expected to be direct support of Financial & Risk customers from the ICE team in exceptional circumstances.

Areas of accountability

The role of the ICE Performance Assurance Analysts is to provide day to day support of end to end Internet services supporting the Financial & RiskR business across the following areas:

  • The proactive detection of impairments from optimal Internet performance as perceived by Financial & Risk product users through 
  • performance monitoring and analysis of Internet connectivity in key geographic markets, and its impact on the customer experience of Financial & Risk products, 
  • liaison with external industry peers from established providers and other organizations involved in Internet situational awareness
  • working with the Internet Service Manager and relevant supporting technical teams on initiating appropriate actions to restore performance and availability to optimal levels, and 
  • mitigating identified risks to service levels
  • Responding to confirmed incidents relating to global Internet connectivity, by 
  • working collaboratively with other groups and diagnostic resources as required, and
  • achieving timely incident resolution and adoption of any remediation measures 
  • Operating and working to documented business processes relating to the Internet centre of excellence, maintaining proposed areas of improvement to the ICE Manager and other relevant teams involved in Internet services where performance deficiencies and improvement opportunities are identified

 Responsibility for work of others

  • No line management responsibility

 Required Skills and Experience

  • An advocate of the power and benefits of Internet use, realistic over its inherent limitations and demonstrating drive to provide practical “how-to” consultancy to stakeholders
  • Proven experience of taking a customer-centric approach to supporting a complex, high value product or service relying on the Internet with a demanding global customer base
  • Proven experience of improving or optimizing service levels and the customer experience in a complex Internet support environment
  • Expert level technical knowledge of the Internet (anticipated to have taken over ten years to develop): its end to end engineering - physical and logical, its performance characteristics, its resilience models, its various registries, its commercial structures, service offerings from providers and related trends
  • Expert level knowledge of key Internet protocols and sub-systems including BGP, DNS, TCP, HTTP, UDP and ICMP; and use of Internet proxies
  • Expert level knowledge of end to end Internet performance monitoring and impairment diagnosis systems
  • Expert level knowledge of Internet problem management techniques and troubleshooting skills
  • Strong knowledge of Internet security threats and mitigation techniques
  • A highly professional, structured and effective communicator, within the ICE team, across TS&C and more widely with various internal and external teams involved in Internet delivery of Financial & Risk products
  • Experience in managing staff / technical teams
  • Experience of operating in a demanding service operations environment, in a technical support capacity
  • Able to contribute and justify candidates for the development roadmap and investment plan for Internet enhancements, covering any aspect that will improve the performance, dependability and cost effectiveness of Internet for the Financial & Risk business
  • Proven experience working with Thomson Reuters Financial & Risk products and the underlying technologies, components, and infrastructures, and supporting and/or integrating them

Travel

  • Occasional, generally local, travel can be expected.

 

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