● Ongoing operational support

○ Provide Linux operations support of a production environment in the cloud

○ User management - adding new users, removing users, changing permissions

○ Network performance management - troubleshoot network performance

○ Data management - assist with data movement and storage

○ Setup, maintenance and troubleshooting of license servers of engineering software being

used at given customer (e.g. COMSOL, ANSYS, etc.)

○ Reconfiguring cloud platforms - setting parameters, adding new instance types based on

hardware needs

○ Address issues/questions around the Cloud platform being used at given customer (e.g.

AWS, GCP, Azure); provide provisioning help for the same

○ Security remediation such as scans and/or user maintenance

○ System monitoring and alerting with respect to UberCloud services and instances.

○ Backups and restores

● Periodic reporting (e.g. Cloud platform usage, container usage, software usage)

● Ongoing customer support

○ Provide support to customers via email, phone, and/or tickets logged in our helpdesk software

○ Active usage of Customer Service / Helpdesk software

○ Triage support tickets that are called in or logged by customers

○ Resolve most/all Level 1 support tickets

○ Escalate Level 2 or Level 3 support tickets as appropriate

○ Develop and enhance documents such as Knowledge Base, FAQ, User Guides based on

issues that are reported and solved