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