IT Operations Support Engineer

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 the 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 onboarding issues.
• Ability to configure monitoring and logs and run regression test scripts.
• Reports on the volume of success & issues on a 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.
• Technical knowledge of Atlassian (Jira/Confluence/Crowd) preferred
• Experience automating routine data tasks using various automation/scripting tools (e.g., Jenkins, JFrog, SonarQube)
• Cloud certifications preferred, such as Azure Administrator Associate

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.