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.