2nd Line Cloud Ops Engineer

4 weeks ago

Birmingham, United Kingdom CSI Ltd. Full time

Job Purpose

As a 2nd Line CloudOps Engineer, you will be responsible for providing technical support and maintenance for the organization's cloud infrastructure and services. You will assist in troubleshooting, incident management, problem resolution, and service request fulfilment. Your role will involve working closely with other technical teams to ensure the availability, performance, and security of the cloud environment.

The primary job responsibilities include:

· Provide 2nd line technical support for the organisation's cloud infrastructure and services.

· Monitor and respond to alerts, system logs, and performance indicators to identify and resolve incidents and service disruptions.

· Assist in troubleshooting complex technical issues related to cloud infrastructure, applications, and networking.

· Collaborate with 1st line support teams to resolve escalated incidents and service requests.

· Participate in the incident and problem management processes, ensuring timely resolution and effective root cause analysis.

· Maintain documentation of technical procedures, troubles hooting steps, and knowledge base articles.

· Contribute to the development and improvement of operational processes and procedures.

· Work closely with other technical teams, such as Development and Network Operations, to ensure seamless integration and smooth operations.

· Monitor and maintain the security and compliance of the cloud environment, following best practices and organizational policies.

· Assist in the implementation and configuration of cloud infrastructure components, including virtual machines, storage, networking, and security.

· Stay updated with the latest cloud technologies, industry trends, and best practices to provide effective support and contribute to continuous improvement initiatives.

Key Accountabilities

• Technical Support and Troubleshooting
• Incident and Problem Management
• Service Request Fulfillment
• Documentation and Knowledge Management
• Collaboration with Technical Teams
• Security and Compliance Management
• Continuous Learning and Improvement

Skills and Experience:

• Degree in computer science, information technology, (or equivalent experience).
• Proven experience in a CloudOps or similar technical support role, preferably working with cloud platforms such as Microsoft Azure, Amazon Web Services (AWS), or Google Cloud Platform (GCP).
• Strong knowledge of cloud infrastructure components, such as virtual machines, storage accounts, virtual networks, and identity/access management.
• Familiarity with cloud networking concepts, including TCP/IP, DNS, VPN, and load balancing.
• Experience in troubleshooting complex technical issues, with a systematic and analytical approach to problem-solving.
• Proficient in incident and problem management processes, with the ability to prioritize and manage multiple incidents and tasks simultaneously.
• Good understanding of security principles and best practices in cloud environments.
• Familiarity with scripting languages, such as PowerShell or Python, for automation and infrastructure management.
• Excellent communication skills, both written and verbal, to effectively interact with technical and non-technical stakeholders.
• Ability to work in a fast-paced environment and handle time-sensitive tasks and incidents.
• Certifications in cloud technologies, such as Microsoft Certified: Azure Administrator Associate or AWS Certified Cloud Practitioner, are a plus.

Person Specification:

· Promote and live the CSI values; Think Client, Deliver Exceptionally and Excel Together

· Excellent communication skills, both written and verbal

· Professional appearance, well-mannered and a constructive attitude in all work-related matters

· Ability to handle multiple tasks and prioritise work to maintain required productivity levels

· Willingness to research and self-study to keep skills relevant

· Self-motivated, flexible in approach, enthusiastic team player

· Strong rapport and relationship building skills with internal/external customers

· Strong sense of responsibility and accountability, results driven

· Methodical in approach with sound analytical and problem-solving skills, and keen attention to detail

· Enjoys a challenge

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