Annonce non disponible
Annonce non disponible
Ce produit n'est plus disponible à la vente.
cloud support engineer (f/m)
0,00 €
Annonce N°138091Publié le 20/02/2022 à 05:30
Description
The L3 Support Engineer – Cloud Solutions is part of the Operations
Team and provides support on different levels on the production and
pre-production environments, supporting both the technical parts of
applications and solutions mainly on the cloud. These solutions are
used by customers such like banks, acquirers, FinTech, merchants and
provide services enabling payment features (digital receipts,
alternative payment methods, reporting, remote POS maintenance, POS
fleet management, etc…). He/She is responsible for maintaining these
applications in operational condition and contributes to the highest
levels of support. The role also requires contribution in improving
the support knowledge base and enables L1 & 2 Support. He/She works in
close collaboration with other support entities to improve the overall
quality of service, as well as close collaboration with Operation
teams including SREs and DEVOPS, R&D teams to define/confirm
bugs/issues and perform the corrections actions required. YOUR
DAY-TO-DAY RESPONSIBILITIES INCLUDE: Ensure platform availability and
performance * Pro-actively monitor the platforms to anticipate and
detect issues, * Fix incidents: analyze and investigate platform and
application behavior, identify the causes of the issues, and correct
them * Restore service: react on customer or monitoring alerts.
Restore faulty services according to defined procedures, * Perform
regional acceptance of the solutions. Contribute to external
qualification. Ensures that validation of customization and local
configuration is done timely and properly as per Change Management
Process. * Solve problems: analyze and understand issues, identify
possible actions to solve them, assess consequences of these actions,
and implement selected scenarios, * Liaise with R&D and Operation
Teams to carry out trouble-ticket resolution through appropriate
Ensure solutions users satisfaction * Provide answers to complex
enquiries that requires deep understanding of both applications and
platforms, * Process customer requests (data extraction, processing
and analysis, devices and users provisioning, configuration update,
permissions and user management, data restoration, etc…) * Process
project requests – e.g. on migration projects or new customer
boardings. * In collaboration with R&D, anticipate application
evolutions and technical roadmap, * Perform qualification activities
(e. g. performance assessment or acceptance tests). * Advice Level 1 &
2 support and customers on the best way to realize complex actions. *
Provide to SRE and DEVOPS teams the feedback they need to improve
reliability and performance of production platforms. Contribute to
knowledge base and enable Level 1 & 2 support * Update knowledge base
and SOPs based on field experience to improve overall support
efficiency, * Provide feedback and enablement to Level 1 support teams
to help them increase their skillset and improve their ability to
provide the best possible answers to customers. * Contribute to Level
1 & 2 support training and ramp up. PROFIL: Experience: * Bachelor of
Technology or equivalent * At least 5 years of experience, in
supporting complex software-based systems delivered as a Service, in
production for external customers, on a public or private cloud. *
Experience working as a support engineer facing aggressive SLAs (three
nines and more). * French and English speaker Technical skills: *
Expertise in Linux systems administration * Experience with support
stack and ticket workflows (ticketing systems like Service Now or Jira
or equivalent, CMDB systems, alerting systems (Pager Duty), wiki
systems like confluence, etc…) * Experience with production and
support stack. Ours is made of Grafana, Stackdriver, Prometheus,
Elastic Search, Kubernetes, Mesos, Marathon and pager duty. Experience
with monitoring. * Cloud experience, ideally public clouds, like
Google Cloud Platform (GCP), or Amazon Web Services (AWS). *
Experience handling virtualization, containers, dockers,
micro-services based architecture, * Experience with network
technologies (VPN, IP routing, NAT, load balancing, proxy and reverse
proxy, etc…) * Able to manipulate SQL and no-SQL databases (e.g.
Couchbase) and indexation systems (e.g. Elastic Search). * Ability to
understand complex scripts in python and to write simple ones, *
Ability to understand scripts and environments made using automation
technologies (Terraform, Ansible, Puppet, etc…) * Understanding of
security stacks (SIEM, multi-factor authentication technologies,
security monitoring solutions like Wazuh, and Web Application
Firewalls like Cloudflare). Apply Now