L2 Support Engineer

Job Description

• Responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.
• Performs daily manual checks on MCI volume being processed through various workflow stages (need to be able to query MS SQL Server db).
• Supporting for incidents and changes across our customers' cloud operations
• Providing transition support for AWS Cloud environments
• Supporting AWS platform changes of low to high complexity
• Troubleshooting issues of low to high complexity
• Driving strong customer satisfaction (NPS) through Exceptional Support
• Prioritizing of workload/ticket queue
• Owning incidents from inception to resolution, enlisting the help of other teams where required

Job Requirements

• A good understanding of the overall AWS environment and core services.
• Good understanding of Windows and Linux Server
• Should be flexible to work in rotational shifts and on call schedule.
• AWS certifications are preferred.
• Working knowledge of: Compute and Networking, Storage and Content Delivery, Database, Administration and Security, Deployment and Management, Application Services, Analytics, Mobile Services.
• Knowledge of SaaS, PaaS, IaaS and the type of support required for each
• Good understanding of design of native Cloud applications, Cloud application design patterns and practices
• Good working knowledge of IaC - ARM Templates, Terraform