• Write automation to alleviate manual troubleshooting of alerts.• Write scripts and/or extend automation to alleviate manual repetitive tasks.• Diagnose and repair issues in customer environments.• Perform RCA on aforementioned issues.• Drive incidents.• Educate and train junior team members.• Act as an alert driver and coordinator.

• Industrialise applications purchased from vendors.• Provide input on infrastructure architecture, striving to follow best practice.• Build CICD pipelines.• Configure F5 load balancers.• Write tools to improve uptime of systems.• Write scripts or tools to automate repetitive tasks.• Automate database operations.• Implement monitoring for systems.• Create test plans and perform the release process for production changes.• Troubleshoot issues in distributed environments.• Liaise with service teams to narrow down and resolve issues spanning multiple systems.• Mentor peers and graduates.

• Create designs and architect solutions around SSO.• Identify manual pain points and build automation and tools.• Reverse-engineer in-house tools and applications and develop documentation and enable usability.• Analyse current AWS accounts and infrastructure state, and develop a Cloud Foundations strategy in order to enable the platform to scale.• Troubleshoot any issues that arise with any of the products, and liaise with software engineers to provide systems knowledge, and end-users to gather data points, and see through resolution.• Act as third-level support for issues escalated by the support team.• Liaise with customers on technical SSO integration with Complispace products, and liaise with them on directory services such as ADFS, Azure AD, GCDS, and SAML.• Provide knowledge and advice on establishing a support Help desk.Key projects include:• Designing and building a serverless tool for alleviating the manual efforts of maintaining a legacy platform.• Designing and architecting an SSO solution to replace the current in-house one, and leading it’s implementation.• Cloud foundations.

• Design and architect solutions based on customer requirements.• Implement said solutions using AGILE, bearing automation in mind.• Contribute to internal projects, and communal tools.• Provide ongoing support and education to customers during a project.• Debugging and troubleshooting.• Run AWS masterclasses for customer engineers.• Attend customer workshops and engagement meetings.• Attend ongoing training, and aim to achieve certifications and technically upskill when in between customer projects.Key projects include:• An AWS Cloud Migration.• Cost Optimisation.• Team Augmentation.• Data Lake.• Sitecore migration to AWS.

Technical Operations Services• Investigate new incidents via incoming auto-cut tickets for Amazon systems.• Monitor for and identify emerging incidents prior to automated systems triggering for Amazon systems.• Collect and prepare detailed analysis, cutting tickets to Service Teams.• Extend ticketing and monitoring tool maintained by the TechOps team to assist with resolution.• Automate tasks through creation and maintenance of scripts and tools.• Provide critical support, incident response, and management to internal customers across all of Amazon including management of communications and coordination of service owners via conference calls.• Create and maintain documentation, design new standard operating procedures.

Managed Services• Engage in and contribute to internal projects for improving operational burden i.e. script packages, small applications.• Write scripts to automate repetitive tasks internally and for customers, normally deployed via CloudFormation.• Create and update runbooks, and write automation (Ansible) for these where possible.• Investigate incoming alerts: - Perform in-depth troubleshooting on customer issues, - Replicate issues before delivering solutions to the customer, - Escalate accordingly to Systems Engineers and to Service Teams when required.• Liaise with development teams on their systems and give feedback for making improvements.• Make configuration changes to customer accounts per their requirements.• Perform releases and patching, identify discrepancies in the release process, escalate these with service teams, and validate fixes.• Be the point of escalation for escalated operational issues.• Review case work and give feedback to peers.• Liaise with engineers from other sites regarding customer case handling and coordinating changes.• Partake in the on-call shift.

Managed Services• Adhering to ITIL procedures.• Perform in-depth troubleshooting on customer AWS resources, using tools and writing scripts (Python) to automate tasks.• Replicating issues before delivering solutions to the customer.• Assist with, deploy and modify infrastructure according to the customer’s specification.• On-board new customers to the system.• Liaise with customers during ongoing issues and Large Scale Events.• Collaborated on developing time saving operational scripts.• Overseeing incidents, events, and incoming issues, essentially being ‘first on the scene’ and acting as the voice of the team.• Escalate accordingly to Senior Engineers and to Service Teams.• Carrying out an RCA after an incident has taken place.• Perform ‘releases’ on customer accounts (refresh EC2 instances, apply patches, update configuration).• Develop team training and document new and existing processes and procedures,• Create Game day scenarios as well as document how these are carried out,• Contribute to wiki and to component improvements,• Quickly train up and give feedback on newly implemented systems,• Train and mentor new team members.

Self-managed Cloud Services provider.• Provide first-level technical support to virtual server customers and application support to Ruby on Rails application customers.• Inspect and troubleshoot virtual servers on the hyper-visor end, that is, that the server fails to boot or refuses connections. • Systems utilised in the troubleshooting process include Citrix CloudPlatform, XenCenter, and the Ninefold Customer Portal. • The Virtual Server support component required knowledge of Windows and Linux.• Rails support encompassed assisting customers with the initial deployment of their application.• Providing assistance to applying app configuration to work on the Ninefold platform. • This role required an good understanding of:• Required Ruby knowledge, • Required knowledge on the Ruby on Rails web framework and it’s various components and add-ons,• Required knowledge of the Linux command line.