Job Description

Job Summary

As a Subject Matter Expert in Support & Operations, you will play a vital role in ensuring the timely resolution of escalated incidents while adhering to quality standards and service level agreements (SLAs). Your expertise in Terraform and Python will empower you to analyze complex issues, mentor team members, and maintain effective communication with stakeholders, ultimately aiming for high customer satisfaction and operational excellence.

Key Responsibilities

1. Utilize Terraform And Python To Automate Incident Resolution Processes, Ensuring On-Time Delivery While Adhering To Quality Compliance And Sla Requirements.
2. Mentor Team Members And Administrators By Providing Guidance On Best Practices In Support Operations, Preparing Standard Operating Procedures (Sops), And Maintaining Comprehensive Documentation.
3. Collaborate With Cross-Functional Teams To Validate Change Order Implementation Plans, Ensuring Adherence To Human Error Compliance And Contributing To Capacity Planning Initiatives.
4. Engage With Customers Through Meetings To Gather Feedback And Understand Issues, Ensuring A Positive Customer Experience And Satisfaction With Support Services.
5. Conduct Root Cause Analysis And Trend Analysis Using Python Scripts And Data Analysis Techniques, Presenting Findings And Actionable Insights To Key Business Stakeholders To Drive Performance Improvements.

Skill Requirements

1. Proficiency In Terraform For Infrastructure As Code And Automation.
2. Strong Programming Skills In Python For Data Analysis And Process Automation.
3. Familiarity With Git And Github For Version Control And Collaboration.
4. Experience With Cloudbuild For Continuous Integration And Deployment.
5. Knowledge Of Ansible For Configuration Management And Automation.

Other Requirements

1. Optional Certifications: Hashicorp Certified: Terraform Associate, Python Institute'S Pcap � Certified Associate In Python Programming, Or Related Certifications That Demonstrate Knowledge In The Relevant Technologies