Responsibilities​

• Setting up monitoring, troubleshooting infrastructure components hosted in various cloud environments such as AWS, Microsoft Azure, Google Cloud and on-premise data centers
• Provide second level contact to customers and respond to reported issues within the agreed SLA’s and act as a shift lead for team handling first level of support
• Work closely with the devops team or the development team in identifying and rectifying issues in a timely manner in various environments
• Automation of various processes using configuration management tools like Ansible, Chef etc. or scripting using Python, Perl, Bash etc
• Augment the DevOps team to perform break/fix tasks on customer’s cloud infrastructure after due diligence and discussion with the requisite stakeholders
• Become the primary point of contact for customers and participate in regular cadence calls for business improvement
• Own knowledge sharing sessions to improve the underlying knowledge base of the team, helping them expand their breadth of expertise
• Identify performance bottlenecks and optimize performance using solutions like database indexes, Vanish, Memcache, Redis, CDN integration etc
• Ownership of client onboarding journey, helping them understand the various processes involved and setup of the various systems involved
• Setup, deploy and manage applications on different cloud platforms as per customer need
• Utilize excellent customer service skills and exceed customers’ expectations
• Innovate and actively look for improvements in overall infrastructure, performing critical PoC’s for improving customer experience and improved stability of the cloud infrastructure
• Troubleshooting system, network problems, diagnosing and solving system issues
• Setting up new users accounts, profiles and dealing with password issues
• Rapidly establishing a good working relationship with customers and other professionals
• Implementing centralized log managed on multiple applications using either of Logentries, Loggly or ELK

Requirements

• Experience in managing an infrastructure including AWS Administration
• Experience working in 24x7 Support Environments on help desk tickets
• Experience with Linux servers in virtualized environments
• Working Experience in ECS, EKS, etc
• Experience in managing infrastructure for public-facing PHP or Java web-applications
• Strong experience with Web server like NGinx, Apache
• Familiarity with the fundamentals of Linux scripting languages like Bash, Python, Perl etc
• Experience on monitoring tools like Nagios, Site24x7, NewRelic, AppOptics, Datadog etc
• Experience working on ticketing tools like JIRA, Freshdesk, ServiceNow etc
• Experience in creating process documents for help desk support
• Effective written and verbal communication skills
• Willing to work in 24*7 rotational shift job