Role Summary

RWS is seeking a Senior Cloud Operations 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 Trados Enterprise 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 OS Administration – CentOS, Red Hat
• In-depth knowledge of Windows Server 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, Nexus
• Configuration and deployment automation – Ansible, Chef, Puppet, Octopus
• Version control systems - Git
• Configuration and administration of database services – SQL Server, Oracle
• Monitoring tools – Zabbix, ICinga, Status Cake, App Dynamics
• Scripting Languages – Powershell, Ruby, Python
• Cloud Knowledge – AWS, Azure, ECL2
• Good knowledge of general Information Security and Privacy Policies in a 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 Trados / TMS

• Experience with front-end Java development (JSP, JSTL)
• Experience in training and writing process documentation
• ITIL V3 Foundation

 

Qualifications and pre-requisites

Essential

•            Technically relevant degree or equivalent professional qualification

•            Must have a valid passport and have the ability to travel internationally