Cloud Support Engineer I

*TS/SCI with Full Scope Poly Clearance Required

*On-Site in Elkridge, MD

*Night Shift: 10pm - 6:30am EST or Swing Shift: 2pm-10:30pm EST

Job Role:

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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