L2 Cloud Support Engineer [Platform Support]

Luxoft Poland
Mid
Online interview
B2B Employment contract
Krakow Wrocław

Project description

Luxoft is looking to hire L2 Cloud Support Engineer for SaaS (FCI) product offering, aimed at financial services organizations. Level 2 team handles configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). They handle escalated issues that Level 1 support is not equipped to handle.

The matter of the project is to integrate and production client(s) in-house infrastructure/existing applications with fraud detection SaaS platform run by service provider hosted in the cloud.

Your tasks

  • Working with Level 1 support to identify problems raised by customers and advising on the solution
  • Monitoring and triage JIRA board, fielding support tickets as they come in
  • Investigating these tickets to establish whether the problem is caused by mis-configuration of the system, bad data or a bug in the code
  • Reproducing issues raised and troubleshooting with the development team when needed to escalate further
  • Identifying any data issues and resolving them through creation and execution of similar scenarios
  • Collaborating with the development team (L3) by providing any support they require for fixing issues
  • Updating FAQs and documentation so team members can try to fix problems themselves
  • Set up new users' accounts in the Software when requested and provide necessary permissions
  • Analysing issues to spot common trends and underlying problems
  • Deploy, automate, maintain and manage IBM (or AWS) cloud based system, to ensure the availability, performance, scalability and security of our systems
  • Build automated deployments using configuration management technology
  • Troubleshoot and resolve errors in the existing information systems
  • Recommend solutions for enhancing performance by identifying the most practical alternative solutions and assisting with modifications

Who we're looking for?

MUST
  • 3+ years of Cloud (IBM, AWS etc) support experience.
  • Hands on experience in supporting Cloud environment and service improvements.
  • Knowledge of automation practices (DevOps).
  • Knowledge of ITIL best practices.
  • Managing production infrastructure with various tools
  • IT Industry qualifications from major vendors
  • Experience with support stack and ticket workflows (ticketing systems like Jira Service Manager or Service Now or equivalent, CMDB systems, alerting systems, wiki systems like confluence, etc)
  • Experience with production and support stack. Ours is made of Grafana, Kibana, Elastic Search
  • Experience with monitoring.
  • Cloud experience, ideally public clouds, like IBM Public Cloud or AWS
  • Experience handling virtualization, containers, dockers, micro-services based architecture,
  • Experience with network concepts (VPN, IP routing, NAT, load balancing, proxy and reverse proxy, etc)
  • Able to manipulate SQL and no-SQL databases 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, etc)
  • Familiar with CI/CD tools like: Jenkins, CircleCI, Bitbucket pipeline, or similar.
  • Cloud relevant certifications.
  • Ability to become part of a global distributed team. Ability to align to a global and common vision.
  • Quality-oriented. Careful not to break anything used in production. Careful not to break other's contributions.
  • Team player. Ability to contribute in an autonomous way. Pro-active, problem solver. Respectful of other's contributions.
  • Fluent in English.
  • Keen to work in an Agile environment.
  • Keen to participate to on-duty shifts.
NICE TO HAVE

.

Our company

Luxoft Poland

Krakow, Wrocław, Warsaw, Gdańsk 1500
Tech skills
  • Java
  • JavaScript
  • C++
  • C#
  • Python
  • Scala
  • Android
  • Android
  • iOS
  • Go

Check out similar job offers