Cloud Operations Engineer - Microsoft (L-II)

Job purpose

The purpose of the Cloud Operations Engineer (COE) job is to provide a second level support for the Cloud Services delivered to customers by

• Monitoring the performance of the infrastructure,
• Executing standard operating procedures to restore the systems in case of failure.
• Technical Support to Cloud Tenants
• Escalation of trouble tickets for complex incidents to the appropriate resolver groups (Level 3 or Senior Engineer).

Duties and Key Tasks

The Cloud Operations Engineer will

• Customer Service Oriented: Provide technical support and guidance to cloud tenants/clients, as needed. Act as a point of contact to provide technical support to Cloud customers for the infrastructure services; support will be primarily provided via remote session, phone and email.
• Perform incident/alert troubleshooting, problem analysis, and provide high quality solutions to technical issues and service request; with adherence to standard operating procedures (SOP)
• Become part of the 24x7 Cloud Service Operations Center service desk team, reporting on a particular shift.
• Help to ensure that the 24x7 Cloud Service Operations team is able to manage and consistently achieve the Service Level Objective (SLO) targets via effective and efficient service monitoring and incident handling
• Escalate unresolved, complex technical issues with the relevant troubleshooting results to SAHABA senior engineering team, in a timely fashion
• Analyse, validate, and filter alerts from monitoring systems and convert them to trouble tickets or service requests as necessary
• Participate on service/server deployment activities as part of a technical project delivery
• Conduct training to co-Engineers as appropriate

Requirements

Education and Experience

• Four year Bachelors engineering degree (Computer Science, IT or telecommunications) from major university
• Expertise in Windows Server administration skills, including services:
• Windows 2008/2016 server installation/deployment
• Expertise in the Exchange 2010/ 2013/ 2016 administration - end to end, Spam filter solutions.
• Understanding of Office 365, (Cloud exchange), SharePoint Administration, Azure administration and mailbox migrations.
• Active Directory Domain Services: Administer Active Directory, AD Migrations, Permissions, Group Policies and Domain Services including DHCP, DNS, etc. (previous experience is required)
• Expertise in the Exchange 2010/ 2013/ 2016 administration - end to end, Spam filter solutions.
• Solid understanding of networking concepts.
• Server Patch Management: Administer patch management systems SCOM or SCCM, (experience is required)
• Knowledge in Data Backup and Replication: Administer Veeam, Quest NetVault Backup or equivalent; (previous experience is a plus)
• Storage Area Network: Administer ScaleIO EMC, CEPH, DELL Compellent Storage multi-site SAN infrastructure including FC and iSCSI transport layer (previous experience is a plus);
• Scripting skills (experience writing complexity scripts in at least one language: PowerShell, .Net, VB Scripting etc.)
• Experience providing support in medium to large scale infrastructure environments
• Experience using Service Desk ticketing systems
• General understanding of ITIL/IT Service Management concepts
• Good understanding of SQL Databases
• Minimum 2 years of recent, hands-on experience in IT operations and support
• Solid understanding of industry best practices and standards
• PC proficiency ( MS-Excel, -Word, -Visio, -PowerPoint, -Outlook

Skills and Attitude

• Ability to work through ambiguity and independently when other resources are not available.
• Effective interaction with customer
• Demonstrable complex troubleshooting skills
• Logical and critical thinking
• Passion for technology and customer support
• Language skills:
• English fluent spoken and written (must)
• Arabic spoken and written (preferred)
• Excellent interpersonal, communication and organizational skills
• Ability to develop excellent relationships with customers and assess their needs
• Ability to remain calm under pressure and can manage in crisis
• Ability to analyse situations, respond independently, prioritize to meet deadlines, work under pressure, track and manage multiple tasks at the same time, while following through until their completion
• Be a team player while maintaining a positive attitude
• Be flexible with the working time.
• Strong desire to provide excellent customer service
• High level of objectivity, tact, and diplomacy to establish and maintain an effective on-going relationship between management, employees, suppliers, and customers