Cloud Engineer, II

This position is a key member of Cloud Engineering team, to support analysis and troubling shooting skills with attention to details. The Cloud Support Engineer will be responsible for the monitoring and timely escalation of all events notification that will arise during their working shift. Cloud Support Engineer will also be active in the execution of all the manual tasks according to its schedule. We are looking for an Cloud Support Engineer to join our Cloud Support team. Expertise in cloud monitoring tools, observing, and interpreting system dashboards, and quickly reacting to software alerts and user issues are key to this role.

- Diligently observe and interpret cloud monitoring dashboards and alerts.

- Resolve basic issues; escalate urgent and complex issues. Know the difference.

- Coordinate with internal departments and sometimes with customers.

- Be aware of customer SLA’s and escalate issues if cases are taking too long to resolve.

- Document all troubleshooting and issue management actions via the electronic case management

system.

- Schedule resources and arrange work effort to cover weekends and/or on-call shifts to be available

to be engaged in response to system-initiated alerts.

- Monitoring case backlog to ensure we meet agreed SLAs with customers and internal KPI targets;

share regular status reports with stakeholders.

- Be able to work in a variety of different shifts, including days, nights, weekends, and holidays to

support a 24X7X365 environment. Shifts may fluctuate to meet business and staffing needs.

Note: The statements herein are intended to describe the general nature and level of work being

performed by employees and are not to be construed as an exhaustive list of responsibilities, duties,

abilities, and skills required of personnel so classified.

Minimum Education:

• Bachelor's degree or technical diploma in Computer Science, Electronic Engineering, Computer Engineering, or related field

Minimum Work Experience (years):

• 2+ years’ experience working on an operations style team (NOC, SOC, MOC, etc.) and troubleshooting networking, service desk, operations center and/or supporting cloud based Infrastructure.

Key Skills and Competencies:

• Experience with Windows, Linux, web services, networking, Data bases, and cloud platforms (AWS, Azure, and GCP).

• Understanding of the following monitoring concepts: Infrastructure, systems, and Application health, system availability, latency, performance, and end-to-end monitoring.

• Entry level cloud, network or security certificate from Cisco, Microsoft, AWS, CompTIA, or other well-known vendors.
• Knowledge and experience of SIEM, ELK, PLG, and container orchestration platforms like Kubernetes are preferred
• Cyber Security related Certifications like Security+, SSCP, CCSP, and CEH.
• Knowledge of Markup, query, and scripting languages, including Python, HTML, PromQL, SQL and familiarity with REST API calls, and PowerShell.
• Experience (1+ years) with ITIL processes including Incident, Problem, Change, Knowledge and Event Management.

Position Specific Information:

• Travel Requirements (as a % of time): 0-10%
• Able to telework? Yes/no – if yes, % of time and expectations while teleworking: Yes
• Personal Protective Equipment (PPE) Required (safety glasses, steel-toed boots, gloves, etc.):
  NA