ID 4497 – Digital Operations L2 Cloud Support Engineer

We are looking for a Digital Operations L2 Cloud Support Engineer.

Mission

• Operate and support the Digital Solutions provided by the company and the underlying Cloud Infrastructure.

Main responsibilities and activities

• Operate the Digital Solutions provided by the company and the underlying Cloud Infrastructure (maintain, deploy upgrades, manage resources, ensure business continuity)
• Perform configuration changes and deployment of new versions.
• Respond to Incidents and Requests escalated by Digital Operations L1 Support.
• Update Incidents and Requests in Ticketing tool.
• Perform technical troubleshooting and resolve incidents, or identify bugs and complex technical issues.
• Perform Root Cause Analysis, document findings and drive corrective actions.
• Escalate Incidents and Requests to L3 Support where appropriate.
• Maintain Knowledge Base.
• Contribute to the maintenance of Process Documentation.

In addition, for Team Lead Role

• Ensure staffing roster supports required service hours (eg. 8x5 or 24x7)
• Ensure adequate training and performance of team members.
• Drive Continuous improvement and support Service Excellence.

Requirements

• Basic education and training: Bachelor’s degree or equivalent in Information Technology, Engineering or related. Certifications (AWS, etc,…) an advantage.
• Professional experience: Deployment and management of applications on Cloud infrastructure, solution administration, customer support, service management.
• Experience in project management an advantage.

Skills

• Data & messaging analysis: Kafka (most important), SQL (PostgreSQL, Oracle)
• Logs and monitoring analysis: Splunk, AWS CloudWatch, Grafana, Prometheus.
• Knowledge of containerized applications (Docker, Kubernetes, AWS)
• Basic scripting (Bash, Python, Postman)
• CI/CD pipelines: ArgoCD, Argo Workflows.
• Languages: Spanish (C2), Portuguese (C2), Excellent in English (C1, spoken & written), any other languages can be an advantage.
• ITIL Certification will be advantageous.

Specific knowledge linked to the job

• Strong communication skills (verbal or written)
• Stakeholder Management.
• Customer care.
• Good analytical skills or thinking especially on problem solving.
• Excellent coordination of tasks, prioritization and time management skills.
• Strong planning and organizational skills.
• Attention to detail and thoroughness.
• Documentation writing.

Personal qualities required, abilities

• Proactive, self-motivated and driven.
• Focused and results-oriented.
• Demonstrate strong functional leadership, ability to drive other people (Team Lead role only)
• Team player.
• Personal commitment to meet customers’ needs or project goals.
• Resilient and mature in handling difficult situations and people.
• Willing to learn.
• Willing to work outside regular office hours (shift work or on-call, including during week-ends or public holidays)
• Willing to travel if required.