Job Description

About AllCloud

AllCloud is a global professional services company that provides organizations with cloud enablement and transformation tools. As an AWS Premier Consulting Partner and audited MSP, a Salesforce Platinum Partner, and a Snowflake Premier Partner, AllCloud helps clients connect their front and back offices by building a new operating model to harness the benefits of cloud technology, data, and analytics.

AllCloud is a fast-growing cloud professional services company looking for a talented and passionate CloudOps Engineer to join our team. The candidate will work within a Global Support Team of cloud experts responsible for responding to customer requests, troubleshooting issues within their cloud environment, alerting and remediation per designated playbooks, and providing a world class customer experience. The position is dynamic and fast-paced and requires excellent customer service skills.

Responsibilities:

• Provide complete remote services, including incident management, SOC, AWS support, installation, configuration, maintenance, and disaster recovery.
• Continuously monitor the performance, availability, and health of customer AWS environments using tools like CloudWatch, Datadog, and Opsgenie.
• Provide proactive guidance and implementation support for monitoring and observability solutions within client cloud environments
• Act as the primary point of contact for AWS technical support cases and provide end-to-end AWS Case management
• Provide detailed and actionable security investigations for all SOC related alerts
• Perform initial remediation actions for known issues
• Answer client configuration questions and assist with customer integrations.
• Interact with the DevOps team to resolve issues with third-party products
• Provide exceptional customer service
• Maintain clear and consistent communication with customers and internal stakeholders throughout the alert, case, and incident lifecycles

Requirements

• Work experience as an NOC, SOC, or advanced support engineer
• Knowledge in AWS Services: EC2, CloudWatch, S3, Lambda, ECS, VPC, EBS
• 2-3 years of experience working in a Linux and Windows environment
• 1-2 years of experience working with networks and security in production environments
• 2-3 years of experience working with Monitoring and Observability tooling including DataDog, Prometheus, Grafana, CloudWatch, and more
• Problem-solving and high independent learning abilities
• Attention to detail, exceptional follow-up skills, and the ability to prioritize support issues
• Passionate and customer-focused
• Ability to work on an On-call shift rotation during nights and weekends. Must be willing to be a part of a rotation to support necessary coverage
• Ability to adapt to new AWS services and cloud industry trends
• Excellent oral and written communication skills in English

Advantages:

• Certified in: DataDog, New Relic, AWS
• Knowledge in Containers technology ( K8s / EKS / Docker )
• Scripting: Bash / Python
• Worked within a growing and fast paced support team environment