Cloud Engineer, Infrastructure & Operations IT (I&O)

Biogen SANDBOX•Research Triangle Park, NC

About The Position

Reporting to the Director, the Cloud Engineer will play a critical role towards ensuring the usability, availability and reliability of the Cloud computational and storage infrastructure by performing systems administrative and maintenance tasks, fulfilling user requests, resolving incidents and outages, providing comprehensive user training, maintaining high quality documentation, participating in the design and deployment of complex IT systems, and collaborating closely with the research, commercial, infrastructure and corporate community to more effectively leverage our Cloud infrastructure. This person will oversee a team of contractors to ensure that the key responsibilities listed below are accomplished – this person will own delivery of these services to our customers.

Requirements

5+ years Cloud experience, direct experience supporting researchers and data scientists in the biotech, academic, and/or pharmaceutical industries helpful.
AWS (or equivalent) Cloud certifications
Working and demonstrable knowledge of the foll

Responsibilities

Ensure MSP (managed service provider) maintains our Cloud environment based on standard SOPs
Ensure product delivered to business exceeds their expectations
Coordinate incident management and resolution of Cloud related computational and infrastructure events.
Provide user advocacy and escalation on behalf of Cloud customers with other IT organizations, vendors, and/or partners as needed.
Responsible for ensuring the routine maintenance tasks and systems administrative activities to ensure reliable and effective operation of the Cloud computational infrastructure and application portfolio.
Sustain Software Development Life Cycle (SDLC) management through routine systems health assessment, maintenance of high quality documentation, and real time license management.
As a member of a global IT team, participate in problem resolution related to application issues across business units and regions; this includes working with business colleagues, business-facing IT colleagues, infrastructure teams, external partners, and/or vendors.
Deploy new infrastructure capabilities and functionality by participating in various project phases.
Create and maintain an informational IT “knowledge base” containing documentation of applications, policies, procedures, infrastructure, and other critical Cloud information assets.
Collaborate with Managed Service Provider (MSP) partners and other vendors responsible for IT core support services and operations as required.
Demonstrate excellence in customer care, assurance and service quality; ensure all appropriate Service Level Agreements (SLAs) in core service metrics are met or exceeded.
Ensure change management processes are continuously followed to maintain a stable production environment.
Monitor the Cloud computational infrastructure and react proactively to identify and resolve potential problems.