Job Description

The Cloud Operations Engineer will provide cloud and customer operational support for all customer facing Somos products and offerings and will specialize in creating and implementing cloud-based solutions such as SaaS and PaaS. Other responsibilities will include creating and employing disaster recovery solutions and assisting with continuous improvement activities. Oversee system monitoring solutions and assist product owners, customers, and application maintenance team on triaging and investigating technical issues.

The Cloud Operations Engineer will provide cloud and customer operational support for all customer facing Somos products and offerings and will specialize in creating and implementing cloud-based solutions such as SaaS and PaaS. Other responsibilities will include creating and employing disaster recovery solutions and assisting with continuous improvement activities. Oversee system monitoring solutions and assist product owners, customers, and application maintenance team on triaging and investigating technical issues.

Create and update processes designed to measure system effectiveness and identify areas for improvement. Create and update processes intended to provide environment security, as well as automate processes to provide information on current environment specifications and health checks. Involved in software, hardware, and license compliance audits and reporting.  Responsible for identifying, correcting, patching, and enhancing important software tools.  Should be able to seek ways to enhance systems operations, with a focus on automation and minimizing cost.

Responsible for monitoring the consumption of cloud resources, application performance, and system security posture.  Will be responsible for writing low code, test, and debug automation scripts; as well as document these scripts.  Will be responsible for creating and updating operational runbooks or knowledge articles. Will be responsible for maintaining and configuring the DevOps pipelines.

Will be part of an on-call rotation team to provide coverage for all customer facing systems and environments.  Collaborate and work closely with team members, Product Owners, Engineers, Finance, customers,  and 3^rd Party Vendor Partners to troubleshoot, and triage incidents, change requests, and service requests.  Collaborate with team members, Product Owners, and Vendor Partners to coordinate software deployments, and network changes to the customer facing environments (Production, Sandbox, and DR).  Facilitate weekly operations meetings.

In addition to providing core technical and customer operational support and services for TFN  Registry, which is managed services provided by vendor partners, the following responsibilities are included.

Operational support for customer facing products developed in-house

• Implement automated logging and monitoring
• Review and triage all monitoring alarms and alerts
• Provide rotational on call coverage
• Define SLAs, review and present month SLAs
• Evaluate system and security patches,
• Schedule, and perform system and security patches
• Implement and maintain DR runbooks
• Execute annual DR test
• Create, update and maintain customized MS Powerapps (previously MS Flow)
• Ensure customer facing environments comply with Somos security policy and follow best practices
• Interface with customers when needed to support Help Desk and Product teams

Vendor management

• Track, analyze, and review Vendor SLAs
• Establish long-term partnerships with core vendors and third-party providers for day-to-day activities as well as strategic initiatives
• Establish, update, and review Standard Operating Procedures
• Establish, update, and review Vendor and 3^rd party providers escalation list
• Establish, update and review Vendor and 3^rd party providers products and services system access control database
• Establish, update, and review Vendor and 3^rd party providers SLA dashboards
• Establish, update, and review software and hardware inventory database
• Review and contribute to Change Orders, Statement of Work, and Contract Change Proposals for technical and operational coverage
• Review and contribute to Project Charters for all infrastructure and application enhancements and changes.
• Review Project plans, Architecture, Operational Policies and procedures, Change Management process.

Sharepoint, and Zendesk Administration

• Establish, review and update Zendesk categories and custom fields based on company needs
• Coordinate, review, and triage Incident and trouble tickets
• Coordinate, review, and schedule Change Requests tickets
• Review and analyze Problem tickets, ensure identified remediation activities are completed and vendor and/or Somos processes and procedures are updated
• Sharepoint experience a plus, since Sharepoint is the backbone of organization and department intranet

How to Apply

Job Types: Full-Time. Salaries: Not Disclosed.

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