Cloud Operations Support Specialist

2 weeks ago

Redmond, Washington, United States Dunhill Professional Search & Government Solutions Full time

Position Overview

This role is designed to provide support for Microsoft and Client operations.

Clearance Requirement: TS/SCI with Full Scope Poly.

Shifts available: Night and Swing.

The candidate will be an integral part of the incident management team within a 24/7 Microsoft Azure environment. Responsibilities include diagnosing, mitigating, and escalating system issues to ensure optimal system and platform availability. The candidate will engage in the Live Site work stream and must possess a solid understanding of core Windows Azure components and tools for effective issue diagnosis.

Key Responsibilities

  • Address incident tickets in a 24/7 operational setting to achieve SLA targets.
  • Utilize diagnostic tools such as netmom, windbg, and proprietary application tools to troubleshoot system issues.
  • Analyze system logs to detect and resolve system problems.
  • Employ the knowledge base to assist in troubleshooting, identifying, and rectifying system issues.
  • Update troubleshooting guides and document lessons learned as necessary.
  • Record incident resolutions and propose enhancements to the engineering team for future system improvements.
  • Document system outages and manage changes through the change management process.
  • Facilitate collaboration among operations, development teams, and external partners.
  • Participate in "tiger team" calls to enhance knowledge sharing and expedite the resolution of system issues.
  • Monitor solution performance in accordance with client specifications and SLAs, escalating issues as required.
  • Perform additional supporting tasks as directed.
  • Exhibit a willingness to work overtime and flexible hours as needed.

Minimum Qualifications

  • Bachelor's degree in Computer Science or a related technical field is preferred.
  • 1+ years of operational experience in application infrastructure support; at least 1 year in system administrator support.

Clearance Requirement

  • TS/SCI with Full Scope Poly is mandatory.

Additional Skills

  • Familiarity with system administration support tools such as Windows/Linux.
  • Experience in supporting a 24/7 cloud-based environment.
  • Excellent interpersonal skills.
  • Strong verbal and written communication abilities.
  • Experience with cloud environments and tools like Azure/AWS.
  • Proficient in analyzing, troubleshooting, and providing solutions for technical challenges.
  • Adept at problem-solving and collaborating with team members.
  • Strong organizational and multitasking capabilities.
  • Effective technical communication with both technical and non-technical colleagues.
  • Ability to maintain professionalism under pressure.
  • Strong customer service orientation.

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