DevOps Engineer
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• Record and classify received Incidents and undertake an immediate effort to restore a failed service as quickly as possible
• Assign unresolved Incidents to appropriate teams
• Log all Incident/Service Request details, allocating categorization and prioritization codes
• Keep users informed about their Incidents’ status at agreed intervals
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
• Provide investigation and diagnosis of all Incidents and Service Requests
• Verify resolution with users and resolve Incidents in ConnectWise
• Escalate Major Incidents to the Manager
• Escalate Incidents at risk of breaching Service Level Agreement to the Manager
• Document troubleshooting steps and service restoration details
• Create and submit knowledge articles
• Provide specialized investigation and diagnosis of all Incidents and Service Requests
• Monitor and optimize Infrastructure usage – Linux/AWS Professional Services
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• Liaise with the Project Management team for effective product implementation for clients
• Reporting to Project Management team on assigned projects
• Hire, train, mentor and track progress of professional services team members
• Perform and oversee product implementation and configuration as per requirements
• Perform Proof-of-Concept implementations as per requirements
• Timely communication with clients at various stages of the project implementation Technical
Skills:
Mandatory skills
- Knowledge in IAM (Identity & Access Management), Linux, AWS, MySQL, Domain Controllers, Single Sign On, MFA Preferred: Authentication Protocols: Implementing Single Sign-On (SSO) using industry-standard protocols: SAML 2.0, OIDC, OAuth 2.0, WS-Fed, and MFA solutions. User Lifecycle: Including automated provisioning and deprovisioning, role assignments Directory Services: Experience in Azure Active Directory (Azure AD) and traditional Active Directory
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