AWS Support Operations Engineer

vor 2 Wochen

Aachen, Deutschland ZONTAL Vollzeit

ABOUT US:

ZONTAL offers the leading data platform for the life science industry. We make digital transformation a reality as we deliver game changing solutions to some of the most complex enterprises. We reduce IT overhead, enable AI/ML applications, optimize time-to-market, and

increase compliance. ZONTAL has offices in the US, Europe and Asia. Together with our integration and service partners, ZONTAL supports our customers globally, in any country and any time zone.



YOUR RESPONSIBILITIES:


  • Ensure that the customer is supported proactively and reactively. Manage and resolve customer tickets in an accurate efficient manner escalating and communicating with a sense of urgency and good customer care practices.
  • Deploy, update, administer, and maintain operations of enterprise applications for a diverse, multi-disciplinary customer base.
  • Configure server operating system and application software parameters, perform application security hardening, integrate with infrastructure services (such as database, authentication, logging, and monitoring services), and develop scripts to automate execution of these tasks.
  • Effectively ensure incidents and requests are recorded, classified, routed, escalated, and resolved meeting ticketing quality standards. May be involved in generating service and customer performance summaries and reports regarding system and support SLA targets.
  • Maintain visibility to and promptly respond to events and alerts to ensure incidents are created and ideally resolved before the customer must report themselves.
  • Contribute to the knowledge base in a consistent, accurate manner and assist in growing and maintaining the support portal for customers.
  • Take ownership of customer satisfaction issues and propose and drive solutions.
  • Participate in or lead Root Cause Analyses and Preventive actions via the Problem Management process.
  • Be intimately aware of customer SLAs related to services and support domains and ensure goals and progress towards achieving them are met or exceeded.
  • Collaborate with and across Agile teams to design, develop, test, implement, and support technical AWS and related solutions.
  • Ability to create, manage, and deploy infrastructure-as-code using CloudFormation or similar.
  • Ability to deploy, configure, and utilize monitoring and tracing services, such as Datadog.
  • Proven technical competence in areas such as: Docker, managed Kubernetes (AWS-EKS), Ansible, CI/CD with e.g., Gitlab or Jenkins, infrastructure deployment with Terraform and CloudFormation, maintenance and operation of Linux operation systems.
  • AWS experience: EC2, ALB, S3, IAM, EKS, serverless (e.g., SNS, SQN, Lambda, dynamoDB), and similar services.
  • Demonstrated experience in deployment, scaling, performance optimization and maintenance of components such as MongoDB, Trino, Redis, Kafka, NATS, Grafana, Airflow, Prometheus, Kibana, Elasticsearch, Keycloak.
  • Partnering with developers and architects as needed, champion, design, and implement supportability and observability into business-critical cloud-based Platform solutions with automation-first mindset, observability, container design patterns and best of breed cloud tools and architecture practices.
  • Perform functions required for the deployment, configuration, support, and troubleshooting of issues within the SaaS Platform and Application technical environment while building and maintaining a suite of automation scripts and packages to support this function.
  • Assist in or lead Disaster Recovery and Business Contingency Plan development and repeatable documented success.
  • Continually evaluate service and infrastructure usage to effectively manage performance, capacity, and cost – automating solutions, removing toil wherever possible.
  • Contribute to technical documentation required to guide on-call engineers and on-board team members.
  • Provide training and coaching in a capacity as Subject Matter Expert to other engineers
  • Maintain system wide health and proactively seek out potential issues, address with component teams.


YOUR BACKGROUND:


  • 4-year degree in Information Systems or equivalent work experience.
  • 4+ years of experience with AWS Cloud Solutions including monitoring/observability
  • 2+ years deep experience with ITSM tools, implementation, and practices such as ServiceNow and JIRA Service Management.
  • ITIL Certification highly desired
  • 4+ years of experience developing in Python, Powershell, Javascript, C#, Java, etc
  • 2+ years of experience in the Life Sciences space. Laboratory and Clinical Data experience highly preferred.
  • 1+ years of experience with configuration management solutions.
  • 1+ years of experience with network/server configuration for automated software deployment
  • Experience in the application of microservice architectures is an advantage
  • Ability to work with a diverse team across many time zone
  • Excellent written and verbal communication skills in English
  • Located in Germany



HOW TO APPLY:

Send us your résumé with salary expectations and desired start date via LinkedIn.

If you have any questions upfront, please do not hesitate to contact us.


We are looking forward to your application

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