Cloud Support Engineer I (Day)

Serve as a part of the incident management team in a 24X7 Microsoft Azure environment. Candidate will diagnose, mitigate and/or escalate system issues to maintain a high level of system/platform availability. Candidate will serve as a part of the Live Site work stream and will require an understanding of core Windows Azure components and tools to diagnose issues.

Duties and Responsibilities

• Responds to incident tickets in a 24x7 operational environment to meet SLA objectives.

• Troubleshoots system issues using diagnostic tools like netmom, windbg, and custom application tools.

• Reviews system logs to identify and mitigate system issues.

• Leverage knowledge base to help troubleshoot, identify and resolve systems issues.

• Update knowledge base troubleshooting guides and lessons learned as required.

• Document incident fixes and make recommendations to engineering team for system improvements for consideration in future releases.

• Document system issues resulting in system outages and coordinate change though change management process.

• Support collaboration across operations, development teams and external partners.

• Support "tiger team" calls to streamline knowledge sharing and timely resolution of system issues.

• Monitor solution performance according to client specification and SLAs, escalate as needed.

• Other supporting duties, as directed.

• Willingness to work overtime and varying hours as required.

Minimum Qualifications

• BS in Computer Science or other technical discipline is preferred.

• 1-2 years of operations experience providing application infrastructure support; 1 year performing system administrator support

Clearance Requirement

• TS/SCI with Full Scope Poly required.

Other Job Specific Skills

• Experience with system administration support tools such as Windows/Linux

• Experience supporting a 24x7 cloud based environment.

• Strong interpersonal skills

• Strong oral and written communication skills

• Experience in supporting Cloud based environment and tools such as Azure/AWS

• Experience analyzing, troubleshooting, and providing solutions for technical issues

• Ability to problem solve and collaborate with team members

• Strong organizational and multi-tasking skills

• Strong in technical communications with both technical and non-technical peers

• Able to maintain professionalism under pressure

• Strong customer focus