Cloud Administrator II

Key Responsibilities

• Service Delivery Effectiveness: Understands where service gaps can occur within scope of own work.
• Value Analysis: Provides customers with basic, standard information regarding products/offerings.
• Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing.
• Secure, administer, and improve customer technical issues which can include cloud platform and infrastructure services, user management and permissions, or other software issues.
• Troubleshoot monitoring alerts and create tickets accordingly.
• Act as an escalation point for techs inside and outside the team encouraging peers to participate in problem solving.
• Escalate support requests according to escalation procedures.
• Perform incident management identification, assist in managing and escalation.
• Ensure adherence to customer & SLA commitments.
• Manage personal ticket cue and monitor ticket response times and take appropriate actions to ensure team response time targets are met.
• Collaborate with Account Managers and Business Development Consultants to build strong customer relationships.
• Collaborate and share knowledge with other administrators on the support floor.
• Provide Fanatical Experience to customers in all the above.

Qualifications

• Developing OS troubleshooting knowledge for Linux and Windows.
• Developing expertise in a cloud computing platform, such as Azure, AWS, Google, Openstack, etc.
• Developing knowledge to provide increased level of investigation into issues such as application servers, distributions, hosting servers, database servers, user audits, patches, and upgrades.
• Developing understanding of OS specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/APACHE for Linux.
• Basic ability with cross platform troubleshooting tasks such as virtualization, containers, disk storage, encryption, security, network connectivity, NFS, DNS, SSL/TLS, firewalls, and load balancers.
• Basic knowledge of DevOps and/or Micro-services with at least one technology including Chef, Puppet, Ansible, Docker, Kubernetes, Azure Container Service etc.
• Basic understanding of patching - documents changes based on requests for change.
• Basic ability to apply change control procedures.
• Requires broadened technical skills in analytical/ scientific methods or operational processes to perform a defined array of activities.
• Understands how the team integrates with others to accomplish the team objectives.
• Required Experience:
• • 1 – 2 years of Cloud or System Operations Administration experience
• Requires AWS, Azure, GCP, Openstack, or other cloud computing certification



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