Clous OPS Engineer

Job Title
Cloud Operations engineer

Job Description

An exciting opportunity has recently become available to join our Clinical Informatics business (CI).

We contribute by researching, developing, manufacturing, selling, implementing and managing solutions for driving the digital breakthrough of pathology and radiology. We are looking for a Cloud Operations Engineer role who is responsible for managing, monitoring, triaging, troubleshooting, resolving issues and performing necessary operational activities on applications hosted in Amazon Web Services (AWS) Cloud. and operational services hosted primarily on Amazon Web Services (AWS).

The operation engineer works closely with Other BUs, R&D, DevOps, Security, Application, Infrastructure, and FinOps teams to support enterprise workloads, automation initiatives, observability, and operational excellence.

This role is a global role and requires flexibility to work in any 40 hours in the week to enable a 24*7 model (primarily in the follow the sun model)

Key Areas of responsibility
•   Provide remote technical support to global customers
•   Work with a goal towards having no /min unplanned downtime of application by monitoring the application health on periodic base as defined
•   Triage, Troubleshoot and resolve outages, latency, and performance issues.
•   Participate in incident response and root cause analysis (RCA).
•   Perform, track and follow with other disciplines to provide smooth experience in Customer Onboarding process
•   Maintain SLA, SLO, and uptime commitments.
•   Escalates and tracks resolution of infrastructure, product issues through interaction with other disciplines
•   Provide input to the Service Innovation & Engineering Serviceability team with respect to future service improvements and requirements

EXPERIENCE & QUALIFICATIONS
• Relevant technical degree, (Computer Science, IT – an advantage)
• Excellent verbal and written communication
• Ability to understand customer issues and provide appropriate response & resolution
• 2-5 years of experience with AWS in managing enterprise level applications and infrastructures in AWS
• Flexible working time – mainly ready to work in shifts to enable 24*7 support to our customers


To be successful in this role, you should have the following skills and experience:
•   Customer First Attitude
•   Learning appetite to upskill on CI cloud products
•   Excellent written, Verbal communications and documentations skills in English plus Professional Phone Manners – superior soft skill
•   Knowledge and experience working with AWS Infrastructures (EC2, IAM, Security Groups, NACL, VPC, CloudWatch, RDS, S3, ELB, Route 53 etc..), Microsoft Windows OS, Linux OS, Docker Containers and Common Security technologies practices and network.
•   Experience in working with Enterprise Monitoring Dashboard, Event Management Console to triage and troubleshoot issues (Experience with CloudWatch and Grafana is preferred)
•   Experience working in production environments against SLAs.
•   Excellent troubleshooting and problem analyzing skills.
•   Quick learning & self-driven to learn & understand Enterprise Level application (s) (mainly medical software)
•   Excellent ability to understand the customers’ issues and requirements. Work collaboratively, sharing knowledge and experience
•   Strong ability to communicate with all levels of customers and liaise effectively with internal and external support functions.
•   Being proactive and experience in working with different disciplines and ensuring incidents/activities are resolved or completed within the stipulated timeframe
•   Ability to understand escalation matrix and follow it diligently
•   Ability to analyze impact of an Incident and determine urgency/priority of the Incident
•   Willingness to work outside normal office hours when needed (rare cases).
•   Passionate and self-driven to drive things forward and develop yourself.
•   Logical problem solver able to work independently with strong work ethic
•   Recognize new technologies and adapt to daily work
•   Take ownership and be accountable for own actions Determine most cost-effective repair/solution to minimize customer downtime
•   Ensure High Customer Net Promoter Score (NPS)