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 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.

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Last updated on Jan 15, 2025