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Linux Cloud Support engineer

The relevant experience in short is the following:

  1. SYSADMIN - Ability to manage linux and windows environments, troubleshoot. scripting, and fix issues. Expertise on a Server based, virtualized infrastructure environment (Compute, Storage, Network)
  2. ITIL / ITSM: Service Management experience (Incident, Problem, Change, Config, Release, etc...) - Experience working as part of a 24X7 Operations support also on a Server Based Infrastructure team (Compute, Storage, Network) with a customer service focus governed by SLAs (Response and Resolution)
  3. BUILDER/LEARNER: ability to get things done, take initiatives, learn fast and be a team player.
  4. AWS - Desirable, not mandatory: Expertise with AWS Core services (VPC and Network Services, EC2 Services, Storage Services, RDS (Database Services)) and Cloud Computing (Elasticity, Automation, Self Service, metered services, etc...) 
  5. CHEF/CloudFormation/Jenkins - desirable, not mandatory: Automation of infrastructure as a code and prescriptive configuration management, release, deployment of code, continuous integration/continuous deployment   

The first 3 are must have experiences/skills in order to compensate la lack of the last 2. 

As part of our 24/7 Cloud Operations team, our cloud operations engineers are responsible to ensure high availability, high scalability and high reliability of cloud solutions on behalf of our managed accounts.  As a cloud operations engineer you will be primarily responsible for overseeing, monitoring, investigating, resolving, and escalating incidents associated to our customer’s cloud solutions running on AWS infrastructure. Your overall responsibilities will include:

  • Proactively monitor of cloud solutions running on AWS infrastructure and leveraging a gamut of AWS native services
  • Manage incidents through the entire lifecycle: Identification, Logging, categorization, prioritization, diagnostic, escalation, resolution and closure
  • Ensure adherence to contracted Service Levels for both response and resolution times
  • Escalate as appropriate to Tier 2/Tier 3 Engineers to ensure timely resolution
  • Adhere to Stratalux operational procedures, reporting and escalation standards
  • Support internal documentation and creation of runbooks and incident models
  • Support problem management process
  • Support Service Request Fulfillment process
  • Support Change and Release management process
  • Support internal and customer projects
  • Adhere to time logging procedures and policies
  • Obtain required AWS and ITIL certifications based on quarterly targets associated to Job Role
  • Be “on call” after regular shift based on pre-defined, rotating “on call” schedule to include potentially selected weekends and after hours weekday schedules     

Required Qualifications:

  • Bachelor’s/University Degree or Equivalent Experience
  • Excellent English written and verbal communication skills
  • Excellent communication and interpersonal skills required
  • Ability to provide operations / technical customer support in English via phone, e-mail, and chat
  • Strong customer satisfaction focus and able to communicate effectively with customers and team members
  • Strong troubleshooting knowledge and experience
  • Unix/Linux systems administration experience
  • Windows systems administration experience
  • cloud computing experience and knowledge
  • experience working as part of a Service Desk, NOC or IT operations team with responsibility to respond and resolve incidents in adherence to Service Level Agreements and defined processes

Desired Skills

  • experience with Amazon Web Services (AWS)
  • ITIL Foundation and Operational Support and Analysis (OSA) Certification
  • AWS Certified Solutions Architect - Associate
  • AWS Certified SysOps - Associate
  • Scripting experience in any of the following, desired. (Bash, ruby, python, .NET, etc.)
  • Knowledge of open-source system management and monitoring tools like Zabbix / Nagios
  • Experience with Pager Duty
  • Experience with AWS CloudWatch
  • Experience with Jira
  • Experience with Chef
  • Experience with Confluence
  • Experience with Agile methodologies such as SCRUM

Compensation and benefits:

  • Competitive salary based upon experience
  • Shift differential as applicable by local regulations
  • Company pays for approved training and certification fees
  • Allowance for paid training hours to attend classes and study for certification exams
  • Grow, advance your career and have fun as part of a growing, international, born in the cloud company with tons of learning opportunities

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