Resumen

Responsibilities:

  • Providing support in a 24x7x365, KPI-driven Cloud environment
  • Handling ticket escalations from 1st Line of Support within OLAs, by staying on top of new features and enhancements and being a subject matter expert, and providing level two diagnoses and issue resolution of Cloud Services and Cloud Platform
  • Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams
  • Monitoring systems and handling events, proactively recognizing and acknowledging alerts, responding to alerts or emergency issues within 5 minutes during working hours (Event Management)
  • Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management)
  • Document, publish and maintain knowledgebase articles to help optimize the workforce
  • Domains and SSL management
  • Provide API support to Customers
  • Drive operational efficiency and improvements

Requirements:

  • Strong understanding of Cloud Computing concepts
  • Hands-on experience with Cloud platforms, such as Microsoft Azure and AWS
  • Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL
  • Strong understanding of Monitoring tools (Zabbix, Monitis)
  • Strong knowledge of Web Protocols – DNS, HTTP, HTTPS (SSL), FTP
  • Understanding of network protocols, such as TCP/IP, UDP
  • Programming/scripting experience, such as Bash, Python, PowerShell
  • Passion for providing exemplary customer service
  • Eager to learn new technologies
  • Professional communication skills, both verbal and written
  • Self-motivated and proactive in performing duties
  • Attention to detail
  • Team player

Nice to have. Exposure to:

  • ITIL certification
  • Microsoft Azure certification
  • Exposure to virtualization and orchestration technologies such as Docker and Kubernetes
  • Understanding of CI/CD concepts and experience working with DevOps tools such as Jenkins, Terraform & Puppet
  • Experience with CloudBlue Commerce platform
  • Experience with API (REST, Oauth)

We value creativity, enthusiasm and proactiveness to achieve results.