L2 Operations Support Engineer (AWS/Azure)

Employment Type: 1-year Contract

Role Overview

- Deliver L2 operational support on a daily basis.

- Collaborate effectively with L1 and L3 teams to guarantee service stability, prompt incident resolution, and seamless execution of maintenance activities.

Key Responsibilities

- Manage and oversee product administration access across multiple platforms to facilitate operational processes.

- Provide assistance to Product teams regarding inquiries, technical support, and incident management issues.

- Monitor system alerts and implement the necessary escalation plans or corrective measures.

- Quickly escalate significant outages to management and ensure that relevant stakeholders are kept informed without delay.

- Analyze logs for troubleshooting and escalate issues to the appropriate stakeholders.

- Carry out patching and maintenance tasks for supported products, including:

• Conducting monthly Vulnerability Assessment (VA) scans for security purposes
• Executing maintenance tasks within AWS and Azure environments
• Performing software upgrades for supported products
• Managing the pausing and resuming of monitoring alerts during planned maintenance windows

- Assist with configuration changes related to operational needs.

- Handle product tickets through Jira Service Management, collaborating closely with L1, L3, and vendor teams to ensure tickets are resolved within the Service Level Agreement.

- Support tenant Service Requests (SRs), incidents, and inquiries originating from the Product Service Management Portal.

- Contribute to the development of Knowledge Base articles to fill existing gaps.

- Provide status updates as needed, along with operational reports generated by them.

Preferred Skills/Knowledge

- Elastic (monitoring and log management)

- Jira/Jira Service Management (ticketing and service management)

- Confluence (Content Management)

- GitLab (source code and pipeline management)

- Nexus Sonatype (artifact repository management)

- Azure Entra (identity and access management)

- Cloudflare (network and security services)

- Crowdstrike/Falcon

- Tatium