Job Summary:
The IT Operations Support Engineer is primarily responsible for following and critically reviewing policies and configurations for the use of cloud apps & services, taking responsibility for customer-report issues through troubleshooting to successful resolution, tracking and communication, maintaining a secure cloud environment, ensuring appropriate availability of services, and supporting app/services operations including determining the appropriate escalation path as needed. This role may also require occasional evening and weekend support of planned maintenance activities.
Essential Job Functions:
- Works with Tech Owner/Manager and leads to get appropriate approvals
- Evaluate existing processes, identify opportunities, and implement improvements to increase efficiency.
- Support QA and production releases.
- Document information in the form of knowledge-based technical notes and articles, including support documentation.
- Provide prompt and accurate feedback to developers and/or customers.
- Ensure proper recording and closure of all issues.
- Prepare accurate and timely reports as needed.
- Follow standard procedures for proper escalation of unresolved issues to appropriate internal teams, including Security.
- Stay current on the technological landscape and emerging methodologies, sharing best practices amongst teams.
- Complete the necessary security, technical and process improvement training curriculum as assigned.
- Onboarding new partners for multiple projects.
- Ability to troubleshoot onboarding issues.
- Ability to configure monitoring and logs and run regression test scripts.
- Reports on the volume of success & issues on a weekly level.
- Ability to pick up on new technology and best practices.
- Ability to prototype new concepts.
Minimum Qualifications and Job Requirements:
- Proven working experience in enterprise technical support
- Basic knowledge of systems, utilities, and scripting
- Team Player
- Strong problem-solving skills
- Excellent client-facing skills
- Excellent written and verbal communication skills
- Working knowledge with Cloud environments such as Microsoft Azure, Amazon Web Services, and Google Cloud Platform.
- Technical knowledge of Atlassian (Jira/Confluence/Crowd) preferred
- Experience automating routine data tasks using various automation/scripting tools (e.g., Jenkins, JFrog, SonarQube)
- Cloud certifications preferred, such as Azure Administrator Associate
Other Responsibilities:
- Be part of a weekly on-call rotation schedule to monitor and troubleshoot system and infrastructure issues and handle escalations with hosting and cloud partners as assigned.
- Troubleshoot production issues as needed, including off-hours and on-call support.
- Attend daily standups.
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