Cloud DevOps Engineer Brașov

Respond to our internal customers' inquiries via email, case work, & chats;

Identify, extensive troubleshooting, document, follow up & resolve internal customer inquiries in a timely manner, as per our OLAs;

Advanced
- shooting of supported services part of the Trimble Cloud Core Platform’s portfolio, understanding customers’ adoption scenarios;

Coordination with the L1-L4 colleagues from around the world (United States & India) in a customer support 24/7
-
- sun model;

Incident response management & sometimes incident coordination including escalation to SRE & SW Development teams. All while providing timely & accurate information to the affected parties. On-call every second week during your business hours;

The management of Problem
- task(s) for the post incident report’s identified improvements;

Automation development via AWS Systems Manager in collaboration with the Cloud Core Platform Service SRE & Dev team;

Collaborate in documenting
- related processes mapped on our Application portfolio;

Participate in
- functional Project/Program execution related to long &
- term initiatives associated with the Cloud Core Platform’s Change Management focus on Supportability attributes;

Ensure the individual objectives are met. Understand how your work impacts your organization/ higher organizations' OKRs; 

Propose projects or goals for improvement of
- driven metrics such as customer satisfaction score, MTTR, First response time, cost reduction;

Exemplifies strong teamwork & collaboration, fostering a positive team & inclusive culture.

Language skills: English B2+;

3-7 years of work experience in an information technology support environment or other
- facing information technology role;

Experience working independently with incomplete or unclear information, solving complex requests in creative ways. Explain difficult information, working to build consensus;

Operating in Linux/Windows Server, IT customer support software;

Preferably
- code development using any programming language, otherwise
- code experience;

Demonstrated
- focused, troubleshooting & analytical abilities;

Ability to attend meetings outside normal working hours as teams are global;

Motivated in a
- paced environment with work volume fluctuation, being required a high degree of organization with a focus on detail to achieve success in the position.

Public cloud infrastructure platform ( AWS, Azure, GCP);

Application lifecycle management platform ( Azure Dev
Ops, Jira Software);

Cloud Logging platform ( Sumologic);

Cloud Observability platform( Datadog, AWS Cloud
Watch);

Experience with API Management platforms ( Mulesoft, Postman);

Usage of version control capabilities within collaboration software.