Cloud Specialist 3

Job Description

Overview Job Description The Cloud Specialist 3 is primarily responsible for responding to and resolving monitoring alerts responding to and resolving requests from customers partners and the company services team responding to incidents working Disaster Recovery failover testing and working scheduled maintenance windows within the cloud environment independently. Responsibilities Serve as an escalation resource for team members for basic inbound phone calls tickets and emails from internal and external resources requesting assistance with cloud hosted solutions with applying best practice knowledge Serve as an escalation resource with customers partners and internal resources to understand needs as it relates to their ticket request Take proactive measures to identify trends and improve monitoring of cloud hosted solutions Serve as an escalation resource to troubleshoot and resolve complex cloud issues utilizing the company's systems utilities and support processes Mentor coach train and provide feedback to other team members; may provide feedback to leadership on technical abilities of team Take proactive measures to identify and improve internal efficiencies; remain current on best practices Operate as a trusted advisor on scheduled environment refresh requests of data to assist customers partners and internal resources while applying best practices of the process Develop internal documentation that fully reflects all activity related to resolution of issues and maintaining of hosted systems applying best practices Develop and implement enhancements to gathering information for audits to ensure compliance with established standards policies and configuration guidelines. Assist with implementing testing and maintaining systems and processes as it relates to the cloud business continuity disaster recovery plan Operate as a trusted advisor on issues and trends; provide general consulting services leveraging expertise and significant best practice knowledge Minimum Qualifications Bachelor's degree or equivalent experience Relevant experience with process improvement Relevant experience with solving complex issues Lean Six Sigma Black Belt Required Strong oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact Strong collaboration skills applied successfully within team Strong critical thinking analytical and problem solving skills Strong interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department Strong organizational multi-tasking and time management skills Strong ability to use original thinking to translate goals into the implementation of new ideas and design solutions Strong ability to establish rapport and gain the trust of others; effective at gaining consensus Self-motivated with the ability to manage projects to completion with minimal oversight Strong ability to handle sensitive information with discretion and tact Strong attention to detail Demonstrated ability to influence motivate and mobilize team members and business partners; ability to work independently and in a team environment Knowledge of principles of systems administration including Dell Cisco and/or HP hardware Strong knowledge of Microsoft Server environments including Microsoft Active Directory networking storage and virtualization technologies Up to 10% travel time required Show more Show less