Cloud Operations Technician

**About Us**

**Role Summary**

**What you will do**:
- ** First-Level Incident Response**: Serve as the first line of defence for incident management by promptly acknowledging alerts, triaging issues, and executing documented runbooks for a quick resolution.
- ** Escalation and Coordination**: Escalate unresolved or critical issues to appropriate support or engineering teams in accordance with defined ITSM escalation protocols, ensuring mínimal impact on service availability.
- ** Incident Communication and Management**: Act as the central point of contact for incident updates, ensuring clear, timely, and accurate communication with internal stakeholders and affected business units.
- ** Root Cause and Continuous Improvement**: Participate in Root Cause Analysis (RCA) processes following major incidents and contribute to developing preventive measures and service improvement plans.
- ** Standard Operating Procedures Adherence**: To ensure consistent and reliable operations, follow and maintain standard operating procedures (SOPs), change management policies, and compliance requirements.
- ** Proactive Problem Identification**: Identify and proactively report potential risks, configuration issues, or performance bottlenecks, enabling pre-emptive resolution and optimisation.
- ** Operational Readiness and Documentation**: Maintain accurate documentation of systems, procedures, and incident logs and contribute to the enhancement of knowledge base articles and operational guides.
- ** Support for Change and Release Activities**: Assist in validating the stability and health of systems during planned maintenance, releases, or infrastructure upgrades, coordinating with relevant teams to ensure mínimal disruption.

**What you will bring**:
- ** Cloud Platform Expertise**:

- Proficiency in managing and troubleshooting services across at least one major cloud provider: AWS or Microsoft Azure.
- Familiarity with core cloud services (Compute, Storage, Networking, IAM, Monitoring, Auto Scaling, etc.).
- ** Monitoring and Alerting Tools**:

- Hands-on experience with enterprise-grade monitoring tools such as Grafana, Logic Monitor, and CloudWatch.
- Ability to configure alerts, dashboards, and automated health checks.
- ** Incident Management & ITSM Practices**:

- Strong knowledge of ITIL principles and experience with ITSM tools like PagerDuty, Jira Service Management.
- Understanding of incident triage, escalation procedures, service restoration, and Root Cause Analysis (RCA).
- ** Infrastructure and Systems Administration**:

- Working knowledge of Linux and Windows operating systems in a cloud or hybrid environment.
- Familiarity with system administration tasks, shell scripting, and log analysis.
- ** Automation and Scripting**:

- Ability to create and maintain basic scripts using Bash, Python, or PowerShell to automate operational tasks and monitoring functions.
- ** CI/CD and DevOps Concepts**:

- Understanding of CI/CD pipelines, deployment processes, and integration with cloud environments.
- Exposure to tools like**Git and Jenkins CI/CD**is**a plus.
- ** Networking & Security Fundamentals**:

- Basic understanding of TCP/IP, DNS, VPN, firewalls, load balancers, and cloud networking concepts (VPCs, NSGs, Subnets).
- Familiarity with identity and access management (IAM) and security best practices in a cloud environment.
- ** Logging & Observability**:

- Experience working with centralized logging solutions (e.g., AWS CLoudwatch or Azure Log Analytics).
- Ability to trace incidents and correlate logs across distributed systems.
- ** Documentation**:

- Strong habit of maintaining accurate operational documentation and runbooks.

LI-Remote

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**Ready to Join Us?**

**What's Great About Sophos?**
- Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
- Our people - we innovate and create, all of which are accompanied by a great sense of fun and team spirit
- Employee-led diversity and inclusion networks that build community and provide education and advocacy
- Annual charity and fundraising initiatives and volunteer days for employees to support local communities
- Global employee sustainability initiatives to reduce our environmental footprint
- Global fitness and trivia competitions to keep our bodies and minds sharp
- Global wellbeing days for employees to relax and recharge
- Monthly wellbeing webinars and training to support employee health and wellbeing

**Our Commitment To You**

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner an