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 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 on-boarding issues.* Ability to configure monitoring and logs and run regression test scripts.* Reports out the volume of success & issues on 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, including the use of Python.* Experience with programming SQL* Experience automating routine data tasks using various automation/scripting tools (e.g., Jenkins, Nexus, SonarQube, Rundeck)
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.
