Cloud Support Engineer- TS/SCI FS Poly

Dunhill Professional Search - Atlanta, GA

Full-time - Entry Level

Atlanta, GA

Administrative and Support Services

About the position

The Cloud Support Engineer position is a critical role within the incident management team, specifically designed to support Microsoft and its clients in a 24x7 operational environment. This role is based in Atlanta, GA, and requires an active TS/SCI clearance with Full Scope Poly. The position offers flexibility with both night and day shifts available, operating on a 12-hour shift schedule from 6 am to 6 pm or 6 pm to 6 am. The primary responsibility of the Cloud Support Engineer is to ensure high availability of the Microsoft Azure environment by diagnosing, mitigating, and escalating system issues as necessary. As part of the Live Site work stream, the engineer will utilize their understanding of core Windows Azure components and tools to effectively troubleshoot and resolve incidents. The role involves responding to incident tickets promptly to meet Service Level Agreement (SLA) objectives, utilizing diagnostic tools such as netmom, windbg, and custom applications to identify and address system issues. The engineer will also review system logs to pinpoint problems and leverage the knowledge base to assist in troubleshooting efforts. In addition to resolving incidents, the Cloud Support Engineer will be responsible for updating knowledge base troubleshooting guides and documenting incident fixes. They will make recommendations to the engineering team for system improvements based on their findings and document any system issues that lead to outages, coordinating changes through the change management process. Collaboration is key in this role, as the engineer will work closely with operations, development teams, and external partners to ensure effective communication and resolution of system issues. The engineer will also participate in 'tiger team' calls to facilitate knowledge sharing and expedite issue resolution. Monitoring solution performance according to client specifications and SLAs is another critical aspect of this position, along with the willingness to work overtime and varying hours as required.

Responsibilities

• Serve as part of the incident management team in a 24x7 Microsoft Azure environment.
• Diagnose, mitigate, and escalate system issues to maintain high system/platform availability.
• Respond to incident tickets to meet SLA objectives.
• Troubleshoot system issues using diagnostic tools like netmom, windbg, and custom application tools.
• Review system logs to identify and mitigate system issues.
• Leverage knowledge base to troubleshoot, identify, and resolve system issues.
• Update knowledge base troubleshooting guides and lessons learned as required.
• Document incident fixes and make recommendations for system improvements.
• Document system issues resulting in outages and coordinate changes through the change management process.
• Support collaboration across operations, development teams, and external partners.
• Support 'tiger team' calls for knowledge sharing and timely resolution of system issues.
• Monitor solution performance according to client specifications and SLAs, escalating as needed.
• Perform other supporting duties as directed.

Requirements

• BS in Computer Science or other technical discipline preferred.
• 1-2 years of operations experience providing application infrastructure support.
• 1 year of experience performing system administrator support.
• Active TS/SCI with Full Scope Poly clearance required.
• 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 environments 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.
• Ability to maintain professionalism under pressure.
• Strong customer focus.

Benefits

• Relocation assistance available for applicants living outside of GA.