R As a Senior Cloud Operations Engineer you will provide front-line AWS support for Mission Cloud customers. You will work to resolve cases in-house or follow cases through to AWS, providing an excellent customer experience and preventing delays in resolution of AWS support cases. You will ensure customers feel heard and hold AWS to a high standard while working as part of a global 24x7x365 team. Senior Cloud Operations Engineers work four ten hour shifts a week or five eight hour shifts. This position is 100% remote. Responsibilities: Lead advance troubleshooting and provide guidance on AWS environments, ensuring optimal cloud performance and security for customers through support ticket platform Independently manage and resolve complex customer-facing cases related to AWS Services and leverage AWS expertise to guide customers on how to troubleshoot, make changes to, or setup AWS resources. Act as a senior escalation point for AWS support and resolve cases in house, where possible, to provide an excellent customer experience Advocate for customers when cases are escalated to AWS and help expedite and facilitate a positive resolution of the case Lead root cause analysis for recurring customer issues, joining calls with customers on a frequent basis to assist in live troubleshooting and explanations of AWS services to expedite resolution of customer-submitted cases. Collaborate with internal teams, escalate issues, and leverage available resources to deliver a positive customer experience Work a shift schedule to provide 24x7 support. Maintain knowledge of current AWS services Provide an excellent customer experience in every customer interaction Train and mentor junior engineers, building and iterating through existing technical documentation to further enable entry level engineers. Shift timings: Sunday-Wednesday: 6:30 PM 4:30 AM IST OR 11:30 PM IST- 9:30 IST Cab and shift allowances will be provided. Hybrid model.
Position Summary CDWs vision is to be the national provider of Managed Services. Well achieve this reputation by continuing to delight our customers and being the employer of choice for Managed Services. The Senior Software Engineer provides support for the ScienceLogic Platform leveraged by CDW Managed Services. This involves developing enterprise level applications, maintaining operational excellence, and integration with ITOM/ITSM & AIOps tools. This role is a member of the team responsible for the availability, improvements to, and expansion of ScienceLogic & AIOps. Engineers at CDW are smart, hardworking individuals with top level experience and enjoy working on highly visible, technically challenging projects and service offerings. They are high caliber, well rounded professionals who are passionate about emerging technology, with exceptional customer service and communication skills. Key Areas of Responsibility Work with technology owners and stakeholders to formalize requirements and business needs. Translate collected business needs and requirements into efficient and scalable application solutions Collaborate with Platform Owner for optimal solution architecture, efficiency, maintainability, and scalability. Develop and execute test plans to ensure service continuity as new solutions are implemented. Develop and maintain applications to CDW standards and quality. Complete tasks and projects in a timely manner, honoring commitments to stakeholders and management. Participate in Scrum activities, including story creation, sprint planning, daily stand-ups, and sprint reviews. Ensure stakeholders responses are timely and in a professional manner. Foster open lines of communication. Perform operational activities to maintain system availability and meet the needs of customers and coworkers. Perform client consulting in specialized areas of technology (Networking, Systems, Virtualization, Storage, etc). Provide innovative technical solutions to complex hardware/software problems. Provide technical support services and consulting to Managed Services clients to meet their business needs. Understand and Deliver Managed Services offerings as outlined in the CDW Service Catalog. Provide detailed and effective communication to internal and external customers. Concisely articulate problems and solutions for issues to internal and external clients. Participate in on-call rotation to provide 24 X 7 support to critical systems and ensure availability objectives. Conduct throughput analysis, problem solving, and infrastructure planning. Identify and communicate potential opportunities for cross-selling to the sales team. Manage time and expense to meet or exceed expectations defined in the Statement of Work. Provide high quality content deliverables using the appropriate document templates. Ability to follow through with tasks, projects, troubleshooting with little or no supervision. Serve as technical point of contact on customer engagements and internal projects. Conducts/leads design workshops for complex designs to meet customer, business and technical objectives. Educates the customer on solution as appropriate throughout the life of the project or service life. Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management. Communicates with Engineering Manager all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes). Required Qualifications Significant experience (4+ years) with ScienceLogic monitoring and architecture Significant experience troubleshooting SL1 Dynamic Applications in Python Significant experience with the Unix command line Significant experience with MySQL relational database Experience with IT Operations/Service Management with ServiceNow. Experience developing and using web services (REST or SOAP). Experience with non-relational databases (Cassandra, Scylla). Experience with version control software (Git, Github). Working knowledge of Configuration Management and DevOps tools (Ansible, Jenkins, Docker). Demonstrated understanding of an Agile software development process Capable of resolving critical issues in a time sensitive manner, cognizant of requisite service levels. Ability to establish customer trust and confidence in the CDW Managed Services History of balancing multiple priorities simultaneously, with the ability to adapt to changing needs Critical attention to detail and solid creative problem-solving skills Ability to perform intermediate root cause analysis Strong organizational, analytical, and problem-solving skills Customer Service focused and a high level of professionalism Ability to consistently follow policies and procedures Strong communication and documentation skills Excellence verbal and written communication skills, to effectively interact with all levels of organization Ability to prioritize work and multitask in a fast paced, diverse and growth-oriented environment Team player with a strong desire to continue learning and expanding experience in an evolving environment Good time management skills, able to meet rigid and urgent assignment schedules Ability to work weekends and/or off hours as necessary to meet client needs Ability and willingness to travel up to 50% or as needed to other CDW locations or client sites Ability to apply common sense in performing job. Ability to understand and follow basic guidelines. Ability to travel as needed. Preferred Qualifications Experience developing SL1 Dynamic Applications with Python Experience with APM Platforms, including but not limited to Dynatrace Experience with Observability, OpenTelemetry, Go Programming Language ITIL Foundations Certification 3 years Managed Services experience
Role & responsibilities The Analyst Managed Security Services provides first-level technical client support and upholds defined service level agreements (SLA) and customer service excellence for one or more of three particular disciplines: Network Security, Information Security, and/or Endpoint Security. The Analyst focuses on developing their knowledge and technical expertise. 24x7 Support 80% job weight o Monitors and resolves first-level security support requests. Escalates second-level support to senior team members. Collects and disseminates information to clients during and post-incident o Identifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadership o Updating the knowledge base articles o Applies Trusted Advisor techniques to build up client trust and influence loyalty Professional Development 20% job weight o Attends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager o Participate notably in assigned self-paced trainings. Preferred candidate profile Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field, OR 4 years of Information Technology experience, to include 1 year in supporting information technology/systems Beginner level certification in a Managed Security Services discipline is a plus, including but not limited to: o Fortinet NSE4 and above is a must. , Cisco; CCNA-Security, Palo Alto: PCNSE. Call handling/ticket experience is a plus • The position is part of a 7-day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work weekends, holidays, and overtime. Foster a positive team environment by being approachable and assisting teammates. Actively engage in coaching and continuous learning to enhance technical skills. Understanding of IT infrastructure and Information Systems design, including hardware, software and services used in an enterprise. Investigate and resolve technical issues using established procedures. Demonstrate strong verbal and written communication skills. Apply critical thinking and problem-solving abilities to address challenges. Manage time effectively and maintain organizational skills. Proficiency with productivity tools such as word processing, spreadsheet, diagram creation, presentation and email processing applications. Demonstrated ability to learn and adapt to new technologies and products.
Role & responsibilities The Analyst provides second-level technical client support such as: cyber security analysis of detected anomalies; deep analysis of the operating system; dealing with system crashes and bug fixes; handling troubleshooting; packets captures; configurations; restoring from back up; repair for appliances, networks, and infrastructure, and other system issues for one or more of three particular disciplines: Network Security, Information Security, and/or Endpoint Security; and brings an established repository of technical expertise to act as a Subject Matter Expert.. This role upholds defined service level agreements (SLA) and customer service excellence. The Sr. Analyst continues to develop a platform of technical expertise. What you will do: 24x7 Support 60% job weight Monitors and resolves support requests. Escalates unresolved issues to senior team members and/or manager(s) Performs deep analysis of the operating system. Handles Cyber incidents, system crashes and bug fixes. Handles troubleshooting, packets captures, configurations, restoring from back up, and repair for appliances, networks, infrastructure, and other system issues. Issues may multiple interactions with clients and/or vendors to resolve Identifies efficiencies and improvements in workflow, thus reducing false positives in client environments Performs root cause analysis and collaborates with consultants and other Analysts to solve repetitive system performance or configuration problems Provides technical knowledge transfer to clients and internal department on low complexity problems Identifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadership Applies Trusted Advisor techniques to build up client trust and influence loyalty Service Delivery Improvement - 20% job weight Provides mentorship and guidance to less senior resources as a trusted advisor in the application of CDW methodologies and the use of tools and templates to troubleshoot client requests Development of Standard Operating Procedures (SOPs) and knowledge base articles Professional Development 20% job weight Attends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager Participate notably in assigned self-paced training. Preferred candidate profile Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field and 1 years of security experience in a client-focused environment, and/or working in a security operations center, OR 6 years total of Information Technology experience to include 1 years of security experience in a client-focused environment, and/or working in a security operations center At least two intermediate-level certifications in Managed Security Services disciplines, including but not limited to: Microsoft SC-200/SC-100/SC-300/SC-400/ SC-900; PCNSE, Cortex XDR: PCDRA, IBM QRadar Security Administrator; Splunk, Exabeam: Principal Security Analyst, Associate or Advanced Security Engineer, CrowdStrike Falcon CFA, , C|SA, CEH or similar technology certifications Experience with Cyber Security Incident response (triage, investigation, remediation, tuning), primarily with Microsoft Defender and/or Sentinel. Relevant experience with another vendor platform is an asset. The position is part of a 7-day per week, 24-hour per day managed services operations. To provide the required coverage, must be willing to work weekends, holidays, and overtime. Provide direct client support, managing tickets and handling calls. Collaborate internally and externally to troubleshoot technical issues. Analyze and resolve problems across MSS supported technologies. Experience supporting IT infrastructure and Information Systems design or support involving hardware, software and services at an enterprise level for at least one discipline in the Managed Security Services portfolio Contribute to team objectives and maintain high customer satisfaction. Mentor less experienced team members and prioritize tasks effectively. Proficiency with productivity tools such as word processing, spreadsheet, diagram creation, presentation and email processing applications. Actively engage in coaching and continuous learning to enhance technical skills. Apply critical thinking and problem-solving abilities to address challenges. Experience in client-based support Clear understanding of Managed Security Services offerings and business proposition Excellent communication and collaboration skills. Ability to work independently and under minimal supervision.
Roles and Responsibilities Design, develop, test, and maintain complex software applications using Sciencelogic/SL1. Bachelors degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related field; equivalent experience acceptable A Minimum of four (4) years experience with ScienceLogic. Required Qualifications Significant experience (4+ years) with ScienceLogic monitoring and architecture Significant experience troubleshooting SL1 Dynamic Applications in Python Significant experience with the Unix command line Significant experience with MySQL relational database Experience with IT Operations/Service Management with ServiceNow. Experience developing and using web services (REST or SOAP). Experience with non-relational databases (Cassandra, Scylla). Experience with version control software (Git, Github). Working knowledge of Configuration Management and DevOps tools (Ansible, Jenkins, Docker). Demonstrated understanding of an Agile software development process Capable of resolving critical issues in a time sensitive manner, cognizant of requisite service levels. Ability to establish customer trust and confidence in the CDW Managed Services History of balancing multiple priorities simultaneously, with the ability to adapt to changing needs Critical attention to detail and solid creative problem-solving skills Ability to perform intermediate root cause analysis Strong organizational, analytical, and problem-solving skills Customer Service focused and a high level of professionalism Ability to consistently follow policies and procedures Strong communication and documentation skills Excellence verbal and written communication skills, to effectively interact with all levels of organization Ability to prioritize work and multitask in a fast paced, diverse and growth-oriented environment Team player with a strong desire to continue learning and expanding experience in an evolving environment Good time management skills, able to meet rigid and urgent assignment schedules Ability to work weekends and/or off hours as necessary to meet client needs Ability and willingness to travel up to 50% or as needed to other CDW locations or client sites Ability to apply common sense in performing job. Ability to understand and follow basic guidelines. Ability to travel as needed.
Position Summary CDWs vision is to be the national provider of Managed Services. Well achieve this reputation by continuing to delight our customers and being the employer of choice for Managed Services. The Senior Software Engineer provides support for the ScienceLogic Platform leveraged by CDW Managed Services. This involves developing enterprise level applications, maintaining operational excellence, and integration with ITOM/ITSM & AIOps tools. This role is a member of the team responsible for the availability, improvements to, and expansion of ScienceLogic & AIOps. Engineers at CDW are smart, hardworking individuals with top level experience and enjoy working on highly visible, technically challenging projects and service offerings. They are high caliber, well rounded professionals who are passionate about emerging technology, with exceptional customer service and communication skills. Key Areas of Responsibility Work with technology owners and stakeholders to formalize requirements and business needs. Translate collected business needs and requirements into efficient and scalable application solutions Collaborate with Platform Owner for optimal solution architecture, efficiency, maintainability, and scalability. Develop and execute test plans to ensure service continuity as new solutions are implemented. Develop and maintain applications to CDW standards and quality. Complete tasks and projects in a timely manner, honoring commitments to stakeholders and management. Participate in Scrum activities, including story creation, sprint planning, daily stand-ups, and sprint reviews. Ensure stakeholders responses are timely and in a professional manner. Foster open lines of communication. Perform operational activities to maintain system availability and meet the needs of customers and coworkers. Perform client consulting in specialized areas of technology (Networking, Systems, Virtualization, Storage, etc). Provide innovative technical solutions to complex hardware/software problems. Provide technical support services and consulting to Managed Services clients to meet their business needs. Understand and Deliver Managed Services offerings as outlined in the CDW Service Catalog. Provide detailed and effective communication to internal and external customers. Concisely articulate problems and solutions for issues to internal and external clients. Participate in on-call rotation to provide 24 X 7 support to critical systems and ensure availability objectives. Conduct throughput analysis, problem solving, and infrastructure planning. Identify and communicate potential opportunities for cross-selling to the sales team. Manage time and expense to meet or exceed expectations defined in the Statement of Work. Provide high quality content deliverables using the appropriate document templates. Ability to follow through with tasks, projects, troubleshooting with little or no supervision. Serve as technical point of contact on customer engagements and internal projects. Conducts/leads design workshops for complex designs to meet customer, business and technical objectives. Educates the customer on solution as appropriate throughout the life of the project or service life. Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management. Communicates with Engineering Manager all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes). Required Qualifications Significant experience (4+ years) with ScienceLogic monitoring and architecture Significant experience troubleshooting SL1 Dynamic Applications in Python Significant experience with the Unix command line Significant experience with MySQL relational database Experience with IT Operations/Service Management with ServiceNow. Experience developing and using web services (REST or SOAP). Experience with non-relational databases (Cassandra, Scylla). Experience with version control software (Git, Github). Working knowledge of Configuration Management and DevOps tools (Ansible, Jenkins, Docker). Demonstrated understanding of an Agile software development process Capable of resolving critical issues in a time sensitive manner, cognizant of requisite service levels. Ability to establish customer trust and confidence in the CDW Managed Services History of balancing multiple priorities simultaneously, with the ability to adapt to changing needs Critical attention to detail and solid creative problem-solving skills Ability to perform intermediate root cause analysis Strong organizational, analytical, and problem-solving skills Customer Service focused and a high level of professionalism Ability to consistently follow policies and procedures Strong communication and documentation skills Excellence verbal and written communication skills, to effectively interact with all levels of organization Ability to prioritize work and multitask in a fast paced, diverse and growth-oriented environment Team player with a strong desire to continue learning and expanding experience in an evolving environment Good time management skills, able to meet rigid and urgent assignment schedules Ability to work weekends and/or off hours as necessary to meet client needs Ability and willingness to travel up to 50% or as needed to other CDW locations or client sites Ability to apply common sense in performing job. Ability to understand and follow basic guidelines. Ability to travel as needed. Preferred Qualifications Experience developing SL1 Dynamic Applications with Python Experience with APM Platforms, including but not limited to Dynatrace Experience with Observability, OpenTelemetry, Go Programming Language ITIL Foundations Certification 3 years Managed Services experience
We are seeking a dedicated and detail-oriented Procurement Executive to manage end-to-end procurement operations, drive cost optimization, and establish strong vendor partnerships. The ideal candidate will have hands-on experience in purchasing hardware materials and general office goods, along with the ability to negotiate effectively and implement process improvements. Key Responsibilities: Act as a dedicated procurement point of contact to achieve cost reduction targets and ensure competitive pricing. Negotiate effectively with OEMs and vendors on pricing, SLAs, delivery terms, and other contractual conditions aligned with market standards. Implement automation and process enhancements within the procurement function to improve efficiency and accuracy. Identify and evaluate quality suppliers to establish and maintain long-term business partnerships. Manage the complete purchase cycle, including creating purchase orders, tracking deliveries, and finalizing purchase details. Perform risk management for supply contracts and vendor agreements to ensure compliance and mitigate potential risks. Execute Master Service Agreements (MSA) and maintain vendor documentation. Handle procurement of hardware materials and office items such as coffee machines, electrical goods, office supplies, corporate merchandise, and similar items. Monitor vendor performance and ensure adherence to quality and service standards.
be to and timely mannerAccountabilities Service Desk Ticketing and Monitoring Customer Support Ticket Triage First Call Ticket Resolution About the Job As a Service Desk Engineer, you will be part of a multicultural 24x7x365 Cloud Operations team,you will provide best-in-class customer support for AWS Cloud Infrastructure. Your role will be to handle incidents caught by monitoring tools and seeing them through to resolution in a timelymanner. see Responsibilities Incident Management Triage and manage service desk tickets efficiently Assess and respond to alerts, incidents, and customer requests promptly Provide first-call resolution for reported issues and alerts Escalate complex issues to Cloud Operations Architects Customer Success Deliver exceptional support, meeting or exceeding Service Level Agreements Manage customer expectations and act as their advocate Handle confidential customer information and environments with the utmost care Contribute to customer satisfaction, retention, and overall success Technical Operations Administer monitoring systems, such as New Relic, CrowdStrike, and BigPanda Perform routine tasks such as access management, application restarts, and instance resizing Provision new AWS infrastructure per customer requests Follow the change management process for customer changes Manage backups and patching for customer environments Maintain comprehensive documentation for all support activities Continuous Improvement Stay updated on AWS services and best practices Contribute to the development of internal knowledge bases and runbooks Participate in post-incident reviews and implement lessons learned Requirements Experience managing AWS cloud workloads, particularly EC2, RDS, VPC, and CloudWatch Foundational Linux and Windows system administration skills Excellent problem-solving abilities and customer service orientation Ability to work a flexible schedule including nights, weekends, and holidays AWS Associate Certification (required within 90 days of hire) Excellent written and verbal communication skills in English
in-house Accountabilities Advocate for Positive Outcomes with AWS Cases Customer Communication AWS Technical Expertise AWS Escalation Rate About the Job As a Cloud Support Engineer, you will provide best-in-class customer support for all AWSServices, mirroring the way AWS Support interacts with customer environments, being theexpert on the AWS services and guiding our customers on their implementations andtroubleshooting. You will work to resolve cases in-house or follow cases through to AWS, providing an excellent customer experience and preventing delays in resolution of AWS supportcases. Responsibilities Guide Missions customers through complex issues and troubleshoot AWS resources throughMissions support ticket platform Analyze customer-facing cases related to AWS Services and leverage AWS expertise to assistcustomers through troubleshooting, changing, or setting up AWS resources Cloud Support Engineer Provide front-line AWS support and use judgment to resolve cases in house, where possible,to provide an excellent customer experience Advocate for customers when cases are escalated to AWS and help expedite and facilitate apositive resolution of the case Lead root cause analysis for recurring customer issues, joining calls with customers on afrequent basis to assist in live troubleshooting and explanations of AWS services to expediteresolution of customer-submitted cases Collaborate with internal teams, escalate issues, and leverage available resources to deliver apositive customer experience Work a shift schedule to provide 24x7 support Maintain full knowledge of current AWS services Act as a trusted AWS technical advisor, guiding customers on best practices, cost andsecurity in every customer interaction Requirements Ability to manage AWS cloud workloads, especially EC2, RDS, VPC, and CloudWatch Experience communicating directly with customers over phone and chat in English Ability to be adaptable and think critically in customer situations Knowledge of infrastructure and networking in AWS Services, with deep understanding ofEC2 and VPC Understanding of networks and website management, including IT infrastructure such asDNS, VPNs, SSL, Elastic Load Balancers, and CloudFront distributions Understanding of web server applications and the administration of web applicationenvironments Knowledge of technical customer support processes that include planning, coordinating,problem resolution, and documentation Ability to work a flexible schedule, including nights, weekends, and holidays Experience working as System Administrator (Linux and Windows) preferred AWS SysOps Administrator - Associate Certification (required within 90 days of hire)
AAs the Manager, Customer Engagement, you will lead a team who provide exceptional customer service. Your team advocates for our customers as well as providing guidance to help the meet their desired business outcomes. You will ensure Managed Services customers have positive experiences and that our teams have the right skills to promote lasting relationships. Responsibilities Lead and provide daily oversight to team members; help the team grow and achieve their career aspirations Provide guidance to team on best practices in customer experience, case management, and AWS best practices Responsible for team resource and capacity management, project leadership, cross-team collaboration as well as escalation management Manage customer escalations and concerns; track customers at risk and escalate through the customer escalation process Oversee and ensure the timely scheduling and execution of customer meetings, while tracking key performance metrics Assist the Director in creating and implementing processes and policies for the CustomerEngagement team Lead recruiting efforts for open positions under the Customer Engagement team Lead training programs on tool sets used in our service offerings, team processes, and rolespecific expectations Review workflows and shadow meetings for quality control Track team member performance via KPIs and scorecards, escalate issues to leadership Ensure customer satisfaction as well as resolution of all service tickets within defined SLAs Work with internal Mission teams to align support efforts and provide an excellent customerexperience Keep up to date on the latest AWS services and strategies Requirements 6+ years of industry experience with at least 1 year of lead or supervisory experience Strong communication skills and experience working directly with customers duringescalations Experience leading, managing and holding a team accountable to deliver results throughcustomer engagements Knowledge and understanding of customer engagements and escalation management Working knowledge of common AWS infrastructure services and strategies Ability to work with typical service/customer support: planning, coordinating, softwareselection and use, customer education and support, vendor liaison, troubleshooting, problemresolution, product evaluation, and documentation Ability to use data to improve processes and track key metrics AWS Associate Certification, preferred If you are interested, please share your CV across deepika.soundar@cdw.com
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