Cloud Support Engineer II - WA (Day)
New Today
Serve as a part of the incident management team in a 24x7 Cloud based environment. Diagnose, mitigate and/or escalate system issues to maintain a high level of system/platform availability. Serve as a part of the Live Site work stream and will require an understanding of core Cloud system components and tools to diagnose issues. Acts as an escalation point for more complex incidents.
Responds to incident tickets in a 24x7 operational environment to meet SLA objectives. Typically responds to the more complex incidents.
Troubleshoots system issues using diagnostic tools like netmom, windbg, and custom application tools.
Reviews system logs to identify and mitigate system issues.
Leverages knowledge base to help troubleshoot, identify and resolve systems issues.
Updates knowledge base troubleshooting guides and lessons learned as required.
Documents incident fixes and make recommendations to engineering team for system improvements for consideration in future releases.
Documents system issues resulting in system outages and coordinate change though change management process.
Supports collaboration across operations, development teams and external partners.
Supports “tiger team” calls to streamline knowledge sharing and timely resolution of system issues.
Monitors solution performance according to client specification and SLAs. Serves as an escalation point on more complex issues.
Minimum Qualifications
BS in Computer Science or other technical discipline is preferred.
3 years of operations experience providing application infrastructure support; 2 year performing system administrator support
Other Job Specific Skills
Experience with system administration support tools such as Windows/Linux
Experience supporting a 24x7 cloud based environment
Excellent interpersonal skills
Strong oral and written communication skills
Experience in supporting Cloud based environment and tools such as Azure/AWS
Experience analyzing, troubleshooting, and providing solutions for technical issues
Ability to collaborate with team members
Strong organizational and multi-tasking skills
Excellence in technical communications with both technical and non-technical peers
Able to maintain professionalism under pressure
Strong customer focus
Exceptional problem-solving, analytical, and customer service skills
- Location:
- Redmond