
Multi-Cloud Systems Support Specialist
4 days ago
An Application Ops Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner.
Responsible for working with different systems, software, and hardware to follow standard procedures to escalate unresolved issues to appropriate teams.
Main Responsibilities:
- Event Management: Monitoring dashboards & Alert handling and finding resolutions within SLA s
- Monitoring Ticketing tools to analyze 1st Line and 2nd Line defects and drive to closures within agreed SLA s
- Elevate/Properly route tickets to internal teams (DevOps, Dev, Platform etc.)
- Support for Non-Prod & Production systems
- Achieve Zero downtime for Applications and reduce Mean time to resolve.
- Create Standard Operating Procedures for L1/L2/Alert resolutions
- 4+ years of experience as a support engineer in multi-cloud environments
- Knowledge of ITIL service management and understanding in Kanban methodologies
- Familiarity with Splunk, AppDynamics, Grafana, Linux, Kubernetes and HTTP errors troubleshooting
- Proficiency in scripting languages like Shell and Python; Remedy, Service Now, Jira
- Strong analytical skills and attention to detail
- Excellent communication and teamwork abilities
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment
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