Akira Technologies is seeking a highly skilled Support Engineer Expert to join our team for a critical project supporting the United States Army. As a key member of our Engineering team, you will be responsible for providing frontline support for cloud-based services to support the Army. This position offers a unique opportunity to contribute to national defense while working with cutting-edge technologies in a dynamic and collaborative environment. 

This role is mostly remote with occasional onsite presence in the DC Metro Area.

Job Responsibilities:

• Cloud Service Desk Support: Provide frontline support for cloud-based services, serving as the first point of contact for technical inquiries, incidents, and service requests. Rapidly troubleshoot and resolve issues related to cloud infrastructure, applications, and connectivity, ensuring minimal disruption to operations.
• Incident Management and Resolution: Implement ITIL best practices and incident management processes to efficiently triage, escalate, and resolve technical incidents within agreed service level agreements (SLAs). Collaborate with cross-functional teams, including system administrators, network engineers, and security analysts, to mitigate and remediate complex technical issues.
• Service Restoration and Continuity: Execute timely and effective service restoration procedures in the event of service disruptions, outages, or security incidents, minimizing impact on mission-critical operations. Develop and maintain disaster recovery plans, ensuring the resilience and availability of cloud services in accordance with defense standards and regulatory requirements.
• Performance Monitoring and Optimization: Monitor key performance metrics and health indicators of cloud infrastructure and services, proactively identifying areas for optimization, capacity planning, and performance tuning. Implement automated monitoring solutions and anomaly detection techniques to enhance operational visibility and preemptively address potential issues.
• Documentation and Knowledge Management: Document troubleshooting procedures, resolutions, and best practices in a comprehensive knowledge base, empowering end-users and support staff with self-service resources. Contribute to the creation of technical documentation, standard operating procedures (SOPs), and incident response playbooks to ensure consistency and repeatability in support processes.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field. 
• Minimum of 5 years of experience in cloud computing, with a focus on service desk support and troubleshooting. 
• Proven expertise in leading cloud platforms such as AWS, Azure, or Google Cloud Platform. 
• Strong understanding of ITIL best practices, service management frameworks, and incident management processes. 
• Excellent communication skills with the ability to articulate technical concepts to both technical and non-technical audiences. 
• Certifications such as AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect, or Google Cloud Certified - Professional Cloud Architect are highly desirable. 
• Strong communication and interpersonal skills, with the ability to effectively collaborate with team members, stakeholders, and customers. 
• Active Secret clearance or higher.

About Akira Technologies

Akira strives to meet and exceed the mission and objectives of US federal agencies. As a leading small business cloud modernization and data analytics services provider, we deliver trusted and highly differentiated solutions and technologies that serve the needs of our customers and citizens. Akira serves as a valued partner to essential government agencies across the intelligence, cyber, defense, civilian, and health markets. Every day, our employees deliver transformational outcomes, solving the most daunting challenges facing our customers.

Akira is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.