Summary
TITLE |
Cloud Engineer |
LINE MANAGER |
Manager, Cloud Operations |
LOCATION |
India, Bangalore |
DEPARTMENT |
Cloud Operations |
Role Summary
RWS(fSDL) is seeking a Cloud Engineer to join our global organization. We are looking for an analytical and articulate individual to join a busy team providing high-quality technical support for our hosted environments, while continuously applying our working practices through refined processes and automation. The successful candidate will thrive in a challenging environment where they will be required to provide a stellar operational support to our customers based across multiple regions. The candidate will also help direct work towards ongoing and future technical projects, migrations and expansions.
This role requires a self-starting capable team player with the ability to effectively communicate with business contacts as well as the technical teams. They must be able to work in a professional manner with clients and at all times remain focused on key cloud support goals, primarily standardization of the service and client satisfaction.
Key Responsibilities
- Support key implementations based on RWS’s services, with particular focus on Tridion Sites and related products
- Manage application infrastructures in several geographically dispersed data centers
- Work closely with science, development and product teams throughout the dev lifecycle and deployment process, to ensure high-quality releases and successful outcomes.
- Responsible for application deployments, monitoring, and overall service availability.
- Provides input on scalability, capacity planning and high availability concerns.
- Take ownership of and provide real time response/resolution to escalated customer support inquiries or escalated infrastructure alerts.
- Troubleshoot issues in a methodical, consistent, and efficient manner.
- Maintain high quality service desk entries including timely, accurate and detailed notes.
- Monitor service availability (including the underlying infrastructure) and react to alerts prior to them becoming critical.
- Automate tasks using config management and scripting languages for scalability, repeatability and increased efficiency.
- Ensure OS and userland patches are up to date; maintain and test server backups.
- Ensure server/process documentation is accurate, up-to-date and appropriate.
- Document and share knowledge within the team and help train other team members.
- Communicate effectively with Development and Support teams, escalating issues appropriately.
- Contribute to departmental roadmap with technology or process initiatives to provide continuous improvement.
- Maintain an up-to-date knowledge of Internet technologies and developments.
- Participate in after-hours on-call support/monitoring rotation and occasional after-hours scheduled work.
- Act as a representative of Cloud Operations in meetings and workshops with the client where relevant to their implementation and service
- Take clear ownership as the primary cloud engineer for building and improving the service
- Provide constructive input into future changes to the implementation and service
Skills & Experience
The ideal candidate for this role will have 3+ years technical experience in a client-facing services environment in delivering complex client projects.
Essential
- In-depth knowledge of Windows/Linux Server administration
- Good knowledge with handson experience on AWS cloud platform, includes but not limited to services like EC2, S3, Load Balancers, ECS, VPC, CloudFormation..etc
- In-depth knowledge of IIS administration
- In-depth proprietary Software Installation, Troubleshooting & Technical Support experience
- Good knowledge of networking principles (Active Directory, DNS, firewall, load balancers, etc.)
- CI/CD tools – Jenkins, GitLab
- Configuration and deployment automation – Ansible, Chef, Octopus
- Version control systems - Git
- Configuration and administration of database services – SQL Server, MySQL
- Monitoring tools – PRTG, ICinga, Status Cake, App Dynamics
- Scripting Languages – Powershell, Bash, Python
- Good knowledge of general Information Security and Privacy Policies in an IaaS, PaaS environment and ISMS processes
- Strong interpersonal skills and the natural ability to communicate effectively internally and externally. Develop relationships, with both technical and non-technical personnel and in a confident and friendly manner.
- Excellent written and verbal communication skills (English)
- A self-starter able to work independently and be resourceful in terms of finishing tasks and responsibilities.
Desirable
- Experience with different Cloud computing platforms
- Experience in Application/Production support
- Experience in training and writing process documentation
- AWS Certified
- ITIL V3 Foundation
Qualifications and pre-requisites
Essential
- Technically relevant degree or equivalent professional qualification
- Must have a valid passport
- Ready to work in rotational shifts
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