Job Description

As an Engineer – Support, you will provide ongoing managed service support to end user customers. You will be responsible for application and network infrastructure support. You will handle support cases, including troubleshooting of ethernet networking problems in accordance with Service Level Agreements (SLA).

Responsibilities:

• Provide 24x7 monitoring and operational support for cloud-based infrastructure, primarily on Azure
• Respond to alerts and incidents, troubleshoot infrastructure issues, and ensure timely resolution or escalation
• Monitor system performance, availability, and health using tools like Azure monitor & Datadog
• Handles incoming support cases, including troubleshooting of complex audio, video, and ethernet networking problems.
• Perform basic administration and troubleshooting of AWS services (VM, Azure storage, Vnet, Active Directory, Load Balancer, etc.).
• Evaluates, identifies, and replicates issues and follows an escalation process to reach desirable outcomes to ensure positive customer experience.
• Implement and maintain automation scripts for cloud operations using tools like Azure Function, Azure Resource Manager and Terraform
• Develops customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.
• Takes ownership of the escalated cases from associate engineers and take it to the resolution.

Qualifications:

• Bachelor's Degree - Engineering or related discipline required; Master’s Degree preferred
• Licenses/Certificates/Designations - IT industry networking certifications such as CCNP or JNCIS; or equivalent
• Minimum 3 years of experience supporting network and AV operations
• Minimum 3 - 6 years of hands-on experience in a cloud operations or NOC support role.
• Knowledge about types of cloud services like IaaS, PaaS, SaaS.
• Proficiency in Microsoft Azure services like Compute, Integration, Migration, Networking, Identity & Security, Database, Management & Governance, etc
• Proficiency in Azure services such as Azure App Service, Azure Function, AKS, VM, Azure Integration, Azure Network, App Gateway, Bastion Host, DNS, Firewall, Express Route, Load balancer, VPN Gateway, Azure Storage, Data lake, Azure Site Recovery, SQL Database, Azure AD, Azure Backup, Azure Monitor, etc
• Familiarity with ITIL-based support models and incident management processes.
• Strong troubleshooting skills and a proactive approach to system reliability
• Ability to work in 24x7 rotational shifts

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