Offer summary

Qualifications:

Formal qualifications in cloud infrastructure or related field, particularly Azure certifications., Experience in a Managed Service Provider (MSP) environment delivering service outcomes., Strong knowledge of IT security frameworks and cloud technologies, including databases and system administration., Familiarity with scripting languages and CI/CD pipelines..

Key responsibilities:

Manage and monitor service desk tickets according to contracts and SLAs.

Proactively monitor client cloud environments for performance and security.

Assist in implementing and maintaining security measures in client cloud infrastructure.

Develop and maintain technical documentation and support knowledge sharing within the team.

Job description

This is a 1-year full time contractual role

Salary: P125,000 to P150,000 (Monthly Package)

Schedule: Monday – Friday (06:30 AM - 03:30 PM PHT)

What are we looking for?

Skills Required:

Formal qualifications in cloud infrastructure or related field – in particular certifications in Azure, AWS (nice to have),
Demonstrable experience working in an MSP to deliver outstanding service outcomes.
Demonstrable experience working with automation first principles.
Demonstrable knowledge of IT security frameworks ISO 27001, PCI, CIS.
Strong understanding of SLAs and commercial support models.
Experience working with general support ticketing systems.
Knowledge of complementary cloud technologies and architectures including databases (MySQL, MSSQL), storage and backup technologies.
Linux and Windows system administration and troubleshooting skills.
Understanding of internet backbone technologies (DNS, TLS, TCP/IP, CDNs).
Knowledge of CI/CD pipelines (GitHub, BitBucket, GitLab, Azure DevOps).
Understanding of Powershell, Bash, Python and other scripting languages.
Experience working with best of breed support and monitoring tools, such as Datadog and Opsgenie.
Experience performing monthly maintenance tasks such as patch management, backups, reporting etc.
Knowledge of Windows Server 2016 and 2019 installation, configuration and migration.
Knowledge of firewall and intrusion prevention systems.

Nice to Have:

Experience in retail, financial, healthcare and tourism markets.
Experience using Zendesk ticketing system.
Scripting for automation and API consumption.
Experience with Cloudflare
Experience in supporting Datadog Monitoring and Alerting

Datadog Certifications:

Datadog Fundamentals
Log Management Fundamentals
APM and Distributed Tracing Fundamentals
Experience working in an environment utilising Confluence.
Experience administering Zero-Trust networks.
Understanding of SIEM and associated technologies.

What will you do?

Technical Support

Manage & monitor service desk tickets per contracts and SLAs.
Action assigned tasks within client SLAs.
Perform daily support: monitoring, troubleshooting, ad hoc issue resolution per service standards.
Proactively monitor key client cloud environments using internal tools for performance, reliability, and security.
Develop & implement future-proofing services for client cloud environments (reliability & security).
(As Required) Assist Senior Engineers/Architects on complex client/internal projects.
Support Services Manager in identifying/mitigating cloud security risks.
Implement & maintain strong security in client cloud infrastructure (threats, compliance).
Develop & share knowledge/documentation for support tasks & client environments with the team.

Client Support

(As Required) Provide client updates to Account Managers.
Ensure client data is recorded/maintained in approved systems and updated for Account Managers (Company policy).
Manage client expectations, seek feedback on technical team's work to exceed expectations.
Escalate client satisfaction issues to Services Manager (Technology).

Operations

Comply with ticketing & time-keeping protocols (accurate/timely data entry, monitoring, updates).
Support Services Manager in identifying tech limitations for improvement & updating process documentation.
Support Services Manager by researching & engaging stakeholders to assess system performance/needs.
Support Services Manager by identifying, troubleshooting, and resolving application errors (testing protocols, quality standards).
Develop & maintain system code per requirements/designs/specs (quality standards).
Create/revise/maintain technical documentation, manuals, and procedures.
(As necessary) Advise Services Manager on infrastructure design proposals/strategies (cost evaluation, system recommendations).

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Employment decisions at ConnectOS will be conducted without consideration of factors such as age’, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.

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