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Cloud Operations Support Engineer II

2 months ago

Norcross, Georgia, United States USAN Full time
Job Overview

Position Title: Cloud Operations Support Engineer II (Night Shift)

Summary:
As a pivotal member of USAN, the Cloud Operations Support Engineer II will utilize advanced technical expertise to assist in the delivery of our software services and AWS Managed Services. This role is crucial for providing top-tier support during night shifts, ensuring smooth operations and prompt resolution of intricate issues within our 24x7 Help Desk and Network Operations Center. In this capacity, you will also take on greater responsibilities, including mentoring junior staff, managing complex escalations, and enhancing our operational processes.

Key Responsibilities:

  • Collaborate effectively with team members and cross-functional departments to deliver exceptional client support.
  • Act as the primary Tier 1 & Tier 2 contact for USAN's software services and AWS Managed Services clients, covering on-premises data centers, hybrid systems, and USAN AWS cloud solutions.
  • Diagnose and resolve client service-impacting issues by following established procedures and contributing to ongoing process enhancements.
  • Guide and mentor Tier 1 & Tier 2 support personnel, ensuring effective knowledge transfer and skill enhancement.
  • Accurately document client interactions, troubleshooting methods, and resolutions using our ServiceNow IT Service Management (ITSM) platform.
  • Manage escalations to ensure efficient resolution of complex issues or further escalation as necessary, while maintaining high levels of client satisfaction.
  • Lead outage recovery initiatives, including customer notifications, managing conference calls, and documenting outage timelines.
  • Utilize advanced dashboards and diagnostic tools to monitor platform and application health, providing proactive support to avert potential issues.
  • Regularly audit internal procedures to ensure accuracy and relevance in line with current production environments.
  • Contribute to the development and refinement of Standard Operating Procedures (SOPs) to embody best practices and lessons learned.

Qualifications:

  • Demonstrated technical proficiency with a strong history of resolving complex issues.
  • Exceptional verbal and written communication skills, with experience in client engagement.
  • Ability to thrive in a high-pressure, mission-critical 24x7 environment.
  • Willingness to work rotating shifts, including nights, weekends, and holidays.
  • Dedication to achieving advanced AWS Certifications (Solutions Architect, SysOps Administrator, DevOps Engineer, etc.).
  • Bachelor's degree in Information Technology, Computer Science, or a related discipline, or four years of relevant industry experience.
  • At least 2-3 years of experience in customer support, help desk, or operations roles, with a minimum of 1 year in cloud-based solutions or AWS services.
  • Strong familiarity with AWS services, cloud solutions, and IT Service Management (ITSM) tools.
  • Prior experience in a Tier 2 support capacity is highly desirable.

Benefits:

  • Competitive salary and comprehensive benefits package, with opportunities for career advancement and increased compensation.
  • Access to continuous training, certification programs, and professional development resources.
  • A dynamic and collaborative work environment that promotes innovation, teamwork, and excellence.
  • A supportive atmosphere focused on team success and innovative solutions.

Elevate your career as a Cloud Operations Support Engineer II and make a significant impact on our clients' success in the ever-evolving landscape of cloud services.