Job Summary: The IT Operations Support Engineer is primarily responsible for following and critically reviewing policies and configurations for the use of cloud apps & services, taking responsibility for customer-report issues through troubleshooting to successful resolution, tracking and communication, maintaining a secure cloud environment, ensuring appropriate availability of services, and supporting app/services operations including determining the appropriate escalation path as needed. This role may also require occasional evening and weekend support of planned maintenance activities.
Essential Job Functions: * Works with Tech Owner/Manager and leads to get appropriate approvals
* Evaluate existing processes, identify opportunities, and implement improvements to increase efficiency.
* Support QA and production releases.
* Document information in the form of knowledge based technical notes and articles, including support documentation.
* Provide prompt and accurate feedback to developers and/or customers.
* Ensure proper recording and closure of all issues.
* Prepare accurate and timely reports as needed.
* Follow standard procedures for proper escalation of unresolved issues to appropriate internal teams, including Security.
* Stay current on technological landscape and emerging methodologies sharing best practices amongst teams.
* Complete the necessary security, technical and process improvement training curriculum as assigned.
* Onboarding new partners for multiple projects.
* Ability to troubleshoot on-boarding issues.
* Ability to configure monitoring and logs and run regression test scripts.
* Reports out the volume of success & issues on weekly level.
* Ability to pick up on new technology and best practices.
* Ability to prototype new concepts.
Minimum Qualifications and Job Requirements: * Proven working experience in enterprise technical support
* Basic knowledge of systems, utilities, and scripting
* Team Player
* Strong problem-solving skills
* Excellent client-facing skills
* Excellent written and verbal communication skills
* Working knowledge with Cloud environments such as Microsoft Azure, Amazon Web Services, and Google Cloud Platform, including the use of Python.
* Experience with programming SQL
* Experience automating routine data tasks using various automation/scripting tools (e.g., Jenkins, Nexus, SonarQube, Rundeck)
Other Responsibilities: * Be part of a weekly on-call rotation schedule to monitor and troubleshoot system and infrastructure issues and handle escalations with hosting and cloud partners as assigned.
* Troubleshoot production issues as needed, including off-hours and on-call support.
* Attend daily standups.