IT Operations and Digital Support Engineer

About the Role

The Digital Support Engineer is responsible for providing high-level technical support across CME’s digital ecosystem, ensuring the reliability, performance, and security of mobile applications, web platforms, and customer identity workflows. This role owns incident resolution end-to-end, drives proactive monitoring and automation initiatives, and continuously improves operational stability and MTTR.

Key Responsibilities

• Administer and support the SAP Customer Data Cloud (CIAM) platform to manage customer identities, profiles, and consent preferences.
• Troubleshoot customer registration, login, and social authentication flows to ensure a seamless user experience across digital properties.
• Ensure all identity and access workflows comply with global data privacy and security regulations.
• Provide remote technical support to identify, troubleshoot, and resolve software and system issues across retail and digital platforms.
• Access and manage remote systems using PuTTY and WinSCP to perform diagnostics, retrieve logs, and update system configurations.
• Utilize Linux commands to manage file permissions, processes, and environment variables during investigations.
• Execute ad-hoc SQL queries on DB2, MySQL, and SQL Server databases to investigate data inconsistencies and missing records.
• Support digital applications including Same Day Delivery platforms and mobile applications.
• Utilize Dynatrace for full-stack monitoring, including application performance, CPU and memory usage, and database health.
• Maintain full incident ownership from detection through resolution, ensuring adherence to defined SLAs (6–9 hour targets).
• Participate in Major Incident bridges, providing clear technical context, progress updates, and resolution status.
• Develop automation workflows using Python and Power Automate to streamline monitoring, alerting, and repetitive operational tasks.
• Identify recurring systemic issues and collaborate with cross-functional teams to implement permanent corrective actions.
• Drive continuous improvement initiatives focused on reducing Mean Time to Resolve (MTTR) and improving platform stability.

Requirements

• Bachelor’s degree in Computer Science, Software Engineering, or a related field.
• Minimum of 4+ years of experience in a technical support, digital operations, or system support engineering role.
• Strong proficiency in Linux operating systems, including process handling, file permissions, and environment variables.
• Ability to write and execute ad-hoc SQL queries for troubleshooting and data validation purposes.
• Hands-on experience with monitoring and observability tools, preferably Dynatrace.
• Experience using PuTTY, WinSCP, and Jira for system access, diagnostics, and incident tracking.
• Solid understanding of XML structures and API integrations.
• Experience supporting digital and mobile platforms in a production environment.
• Familiarity with automation tools such as Python, Power Automate, or Power BI is considered a plus.
• Knowledge of retail technologies and Point-of-Sale (POS) systems is a plus.
• Hands-on experience with SAP Customer Data Cloud (CIAM), including user schema and authentication flow management, is a strong advantage.
• Ability to work in a rotational schedule supporting a 16-hour daily digital coverage window, 7 days per week.
• Excellent English communication skills, both written and verbal, for documentation and incident management.

Key Skills/Competency

• IT Operations
• Digital Support
• SAP Customer Data Cloud (CIAM)
• Linux
• SQL
• Dynatrace
• Python
• PuTTY
• WinSCP
• Incident Resolution