Senior Cloud Support Engineer

Körber Group•Apex, NC

About The Position

The Cloud Operations Engineer is a key contributor to operations and support for internal and external software as a service systems in a customer facing role. You will work closely with the software development and other TechOps teams to operationalize new releases and continuously optimize and automate day to day cloud operations activities. As representative of the TechOps team you will work closely with the cloud operations peers, deployment and SaaS development teams across all levels to resolve complex customer challenges. You will be responsible to ensure SLA/OLA compliance across multiple customer accounts and responsive to tickets and planned maintenance activities. You will work as part of a global team across time zones ensure SaaS operations and high level of service for SaaS customers in the pharma and life sciences industry. You will answer customer tickets and requests to ensure high quality software as a service operations ensuring KPIs and OLA/SLA metrics are met. You will execute documented and qualified installations of customer and internal systems You will provide best practices knowledge and recommendations to customers You will enforce security principles and guidelines to provide safe and secure solutions. You will work with software development teams on DevOps and operations items related to release testing and operationalizing new versions. You will drive continuous service improvements and automation at scale

Requirements

B.S. degree in Computer science, Information TEchnology, or equivalent.
Minimun of 5 years of experince in similar role
Hands on experience with major platforms (AWS, GCP, Azure Cloud).
Experience working with Jira and ServiceNow.
Expert understanding of containerization, AWS, AZURE and SaaS
Expertise in regulated environments i.e. GMP
Strong understanding of API and background in software integrations
Ability to coordinate global projects across various levels
Collaborative and inclusion driven team player
Experience working with global teams across various times zones
Experience with knowledge management
Understanding of software release processes and SaaS deployments
Expert IT knowledge required (Linux, TCP/IP, VPN, Routing, Firewall)
Strong communication skills.

Nice To Haves

Preferred knowledge and experience with MES and/or PAS-X

Responsibilities

Answer customer tickets and requests to ensure high quality software as a service operations ensuring KPIs and OLA/SLA metrics are met.
Execute documented and qualified installations of customer and internal systems
Provide best practices knowledge and recommendations to customers
Enforce security principles and guidelines to provide safe and secure solutions.
Work with software development teams on DevOps and operations items related to release testing and operationalizing new versions.
Drive continuous service improvements and automation at scale