AWS CloudOps Engineer L3

Job Function:
Software & Cloud Services

The role:

• Participate in a daily operations model, supporting highly secured, compliant, resilient, cost-efficient, and high-performing solutions in the Amazon Cloud environments for our customers and partners. Provide technical support using well-known ITSM processes and tools via the web, email and phone.
• Collaborate closely with team members from consulting, engineering and product management to resolve customer issues, advocate product enhancements, bug fixes, and provide feedback on important features, product gaps and delivery matters.
• Timely elevate and escalate to the next support level when the case is complex.
• Identify and document all customer issues, feedback and enhancement requests in the ticket-tracking system.
• Always have the customer's interest in mind and think about long-term customer relationships.

The Work:

Our customers have either just migrated to the cloud or have used it for a few years already. In both cases, we are their partners in the cloud journey, helping them achieve reliable, immutable, secure, and cost-efficient infrastructure. This means more than half of our time is spent making changes -from simple IP whitelists to CI/CD pipeline modifications. We rely on ITIL for change management to ensure we avoid incidents, but we do not follow the framework by the book.

You have a passion for automation and managing solutions in the cloud. The abstraction and complexity of it excite you. Youve already done some Operations work where you took care of conventional data center environments with Linux and Windows servers, networking, middleware, and the like. You have dipped your toes in at least one scripting or programming language and can read and edit code written by someone else as a minimum.

You are an analytical thinker who knows that brains are for thinking and not remembering so you write things down for your sake as well as your teammates. Learning is like breathing to you and you passionately believe that youre as good as dead if you stop keeping up with the latest technology.

You understand the concept of change management and appreciate that well-designed processes make for consistent service quality. You enjoy helping customers and can find the balance between what they want, what they need, and what the scope of our service is.

What do we want to see from you?

• OS in-depth knowledge (Windows, Linux, or why not both);
• Working experience with Cloud technologies, preferably AWS;
• Advanced scripting - Bash/PowerShell/Python;
• Infrastructure as Code - Terraform and/or CloudFormation;
• Experience with version control systems Git;
• Extensive experience with infrastructure, network management, security, backup and DR, monitoring, and patching - AWS Transit Gateway, AWS Backup, Routing protocols;
• Good understanding of CI/CD pipelines - AWS CodePipeline, AWS CodeBuild, Jenkins, etc.;
• Working with customers in technical positions and managing customer expectations;
• AWS Solution Architect Associate Certification;
• Fluent English.

Here at SoftwareONE, we give you the flexibility to unleash your creativity, without limits. We encourage autonomy and thinking outside the box - and we cant wait to hear your new ideas., and although all businesses say it, we truly believe in work-life harmony. Our people are our greatest asset, and well go the extra mile to ensure youre happy here. We want our people to be always their true authentic selves because thats when real creativity happens.

We take our clients on a complete journey into the Cloud and work closely with businesses to develop a Cloud roadmap, ensuring that their transition into the Cloud is smooth, secure, and adds value to the organisation. We dont just stop at making technology work for our clients, we ensure that their teams also understand the Cloud as well as we do and can make the most of it. We are expanding our teams with the role of AWS DevOps Engineer.