CloudOps Engineer
CloudOps Engineer
Posted on :
06-03-2025
Employer Active
1 Vacancy
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Job Description
This is a remote position.
We are seeking a CloudOps Engineer to join our team. This role is critical in supporting and optimising live customer cloud environments ensuring their operational stability and satisfaction. You will act as the primary point of contact for escalations from the support team 4th line support) and take the lead in customer service meetings to provide expert guidance and build strong customer relationships.
Responsibilties:
CustomerFocused Cloud Operations:
- Act as the primary escalation point for the support team providing expertlevel assistance to resolve critical technical issues impacting live customers.
- Collaborate with customers to review their cloud environment performance address challenges and propose operational improvements.
- Conduct root cause analysis for recurring issues and implement preventative measures to enhance reliability.
- Ensure operational stability and adherence to service level agreements.
- Monitor and report on cloud system performance and resource usage proactively identifying opportunities for optimisation.
Customer Engagement:
- Lead customer service meetings to discuss ongoing operations performance and planned improvements.
- Act as a trusted advisor understanding customer requirements and ensuring their needs are met with the highest level of service.
- Provide clear and actionable reports on the status and health of customer environments.
- Foster strong relationships with customers ensuring a high level of satisfaction and trust.
4th Line Support:
- Serve as the expert contact for the internal support team assisting with escalated issues that require advanced troubleshooting and indepth cloud knowledge.
- Collaborate with engineering teams to resolve complex incidents and identify longterm solutions.
- Maintain a deep understanding of customerspecific configurations and environments to ensure efficient incident resolution.
Operational Excellence:
- Contribute to process improvement initiatives to enhance operational efficiency and customer satisfaction.
- Ensure compliance with industry standards security policies and operational guidelines.
- Maintain uptodate documentation of customer environments processes and support procedures.
Requirements
- Proficiency in managing cloud platforms such as Azure.
- Advanced troubleshooting and diagnostic skills for cloud and application environments.
- Familiarity with monitoring tools (e.g. Azure Monitor Ninja) and performance analysis.
- Understanding of IT infrastructure and networking (e.g. VPCs VPNs DNS).
- Knowledge of IAC tools (e.g. Terraform Ansible) is a plus but not required.
Support Experience:
- Experience providing 4th line or advanced technical support in live customerfacing environments.
- Proven ability to resolve critical incidents under pressure while maintaining clear communication with stakeholders.
- Strong understanding of ITIL processes including incident problem and change management.
Customer Engagement Skills:
- Demonstrated ability to lead customerfacing service reviews and technical discussions.
- Excellent communication skills with the ability to simplify complex technical concepts for nontechnical stakeholders.
- Strong interpersonal and relationshipbuilding skills.
Soft Skills:
- Strong problemsolving abilities and attention to detail.
- Confidence in leading meetings and guiding both technical and nontechnical stakeholders.
- Ability to manage multiple priorities and work effectively in highpressure situations.
- Collaborative mindset working well within crossfunctional teams.
Experience and Certifications:
- 3 years of experience in cloud operations customer support or similar roles.
- Certifications (Preferred): Azure Administrator Associate.
Benefits
- Work Location: Remote
- 5 days working
Proficiency in managing cloud platforms such as Azure. Advanced troubleshooting and diagnostic skills for cloud and application environments. Familiarity with monitoring tools (e.g., Azure Monitor, Ninja) and performance analysis. Understanding of IT infrastructure and networking (e.g., VPCs, VPNs, DNS). Knowledge of IAC tools (e.g., Terraform, Ansible) is a plus but not required. Support Experience: Experience providing 4th line or advanced technical support in live, customer-facing environments. Proven ability to resolve critical incidents under pressure while maintaining clear communication with stakeholders. Strong understanding of ITIL processes, including incident, problem, and change management. Customer Engagement Skills: Demonstrated ability to lead customer-facing service reviews and technical discussions. Excellent communication skills with the ability to simplify complex technical concepts for non-technical stakeholders. Strong interpersonal and relationship-building skills. Soft Skills: Strong problem-solving abilities and attention to detail. Confidence in leading meetings and guiding both technical and non-technical stakeholders. Ability to manage multiple priorities and work effectively in high-pressure situations. Collaborative mindset, working well within cross-functional teams. Experience and Certifications: 3+ years of experience in cloud operations, customer support, or similar roles. Certifications (Preferred): Azure Administrator Associate.
Employment Type
Full Time
Key Skills
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