Systems Technician Santander

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.