Responsible for delivering the infrastructure to provide Sophos customers with customer-facing systems and cloud services
This includes monitoring the systems as part of a rotational 24/7, resolving issues, and following defined escalation paths
What you will do
Participate in a rotational schedule, ensuring 24/7 coverage, including weekends, to deliver timely and reliable support.
Offer initial support for reported incidents or those identified through vigilant monitoring efforts.
Collaborate closely with L2 and L3 support teams to address and resolve issues efficiently.
Contribute to Root Cause Analysis (RCA) activities for issue detection and resolution improvement.
Adhere to standard operating procedures while monitoring Infrastructure Services/Systems.
Promptly acknowledge alerts and efficiently triage incidents through established processes.
Apply documented first-level resolution procedures and follow escalation protocols for incidents.
Serve as the primary point of contact for various Business Units, ensuring effective communication and support.
Proactively identify application anomalies and escalate issues to the appropriate teams.
Exhibit strong collaboration skills across business units, effectively communicating operational or technical issues and coordinating upcoming changes in the environment.
What you will bring
Demonstrate proficient technical expertise in Amazon Web Services (AWS)
Utilize monitoring tools such as CloudWatch, Logic Monitor, New Relic, Logz.io , and Grafana.
Experience working in systems administration with Linux and Windows.
Experience in IT Service Management tools such as ServiceNow and Jira.
Understanding and hands-on experience in troubleshooting network connectivity issues, including a grasp of DNS and DHCP protocols.
Understanding of one of the scripting languages, particularly Terraform and Python, to automate and enhance processes.
Familiarity with networking concepts, including TCP/UDP and OSI Layers.
Familiarity with container management tools like Docker and Kubernetes (K8s), indicating a grasp of modern application deployment practices
Show adaptability to modern technologies, staying abreast of advancements in the ever-evolving tech landscape.
Communicate effectively both verbally and in writing, ensuring clear and concise information exchange.
Handle critical incidents with composure and efficiency, promptly troubleshooting and resolving them.
Proactive mindset for self-development, staying current with industry trends and continuously expanding technical skill sets.
