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    Cloud Support Engineer I - Redmond, United States - ASM Research, An Accenture Federal Services Company

    ASM Research, An Accenture Federal Services Company
    ASM Research, An Accenture Federal Services Company Redmond, United States

    1 month ago

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    Description

    Serve as a part of the incident management team in a 24X7 Microsoft Azure environment. Candidate will diagnose, mitigate and/or escalate system issues to maintain a high level of system/platform availability. Candidate will serve as a part of the Live Site work stream and will require an understanding of core Windows Azure components and tools to diagnose issues.

    **Duties and Responsibilities**

    + Responds to incident tickets in a 24x7 operational environment to meet SLA objectives.

    + Troubleshoots system issues using diagnostic tools like netmom, windbg, and custom application tools.

    + Reviews system logs to identify and mitigate system issues.

    + Leverage knowledge base to help troubleshoot, identify and resolve systems issues.

    + Update knowledge base troubleshooting guides and lessons learned as required.

    + Document incident fixes and make recommendations to engineering team for system improvements for consideration in future releases.

    + Document system issues resulting in system outages and coordinate change though change management process.

    + Support collaboration across operations, development teams and external partners.

    + Support tiger team calls to streamline knowledge sharing and timely resolution of system issues.

    + Monitor solution performance according to client specification and SLAs, escalate as needed.

    + Other supporting duties, as directed.

    + Willingness to work overtime and varying hours as required.

    **Minimum Qualifications**

    + BS in Computer Science or other technical discipline is preferred.

    + 1-2 years of operations experience providing application infrastructure support; 1 year performing system administrator support

    **Clearance Requirement**

    + TS/SCI with Full Scope Poly required.

    **Other Job Specific Skills**

    + Experience with system administration support tools such as Windows/Linux

    + Experience supporting a 24x7 cloud based environment.

    + Strong interpersonal skills

    + Strong oral and written communication skills

    + Experience in supporting Cloud based environment and tools such as Azure/AWS

    + Experience analyzing, troubleshooting, and providing solutions for technical issues

    + Ability to problem solve and collaborate with team members

    + Strong organizational and multi-tasking skills

    + Strong in technical communications with both technical and non-technical peers

    + Able to maintain professionalism under pressure

    + Strong customer focus

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