Cloud Support Engineer I (GA-ID)

Roles and Responsibilities

• Troubleshoot system issues using diagnostic tools like netmom, windbg, and custom application tools
• Manage reporting and evidence for proper configuration settings within the environment
• Respond to incident tickets in a 24x7 operational environment to meet SLA objectives; including scheduled weekend support
• Perform patching and system updates on cloud servers
• Coordinate the resolution of on-prim systems
• Review system logs to identify and mitigate system issues
• Leverage knowledge base to help troubleshoot, identify and resolve systems issues
• Update knowledge base troubleshooting guides and lessons learned as required
• Document incident fixes and make recommendations to engineering team for system improvements for consideration in future releases
• Document system issues resulting in system outages and coordinate change though change management process
• Support collaboration across operations, development teams and external partners
• Support “tiger team” calls to streamline knowledge sharing and timely resolution of system issues
• Monitor solution performance according to client specification and SLAs, escalate as needed
• Candidate will support one of three fixed shifts with occasional scheduled weekend support. Shift hours start assigned by project need. 8.5-hour shift start windows are 0600-0800 Days, 1400-1600 Swings, or 1000-midnight Nights

Minimum Qualifications

• Bachelor of Science in Computer Science, or other technical discipline is preferred.
• 2 years operations experience providing application infrastructure support
• 1 year performing system administration support (Windows/Linux)

Clearance Requirements