Summary
Title |
Cloud Operations Engineer |
Line Manager |
Manager, Cloud Operations |
Location |
Montreal, Canada |
Department |
Cloud Operations |
Role Summary
SDL is seeking a Cloud Operations Engineer to join our global organization. We are looking for an analytical and articulate individual to join a busy team providing high-quality technical support for our hosted environments, while continuously applying our working practices through refined processes and automation. The successful candidate will thrive in a challenging environment where they will be required to provide a stellar operational support to our customer based in Canada. The candidate will also help direct work towards ongoing and future technical projects, migrations and expansions
This role requires a self-starting capable team player with the ability to effectively communicate with business contacts as well as the technical teams. They must be able to work in a professional manner with clients and at all times remain focused on key cloud support goals, primarily standardization of the service and client satisfaction.
Key Responsibilities
- Support key implementations based on SDL’s services, with particular focus on MultiTrans and related products
- Manage application infrastructures in several geographically dispersed data centers
- Work closely with science, development and product teams throughout the dev lifecycle and deployment process, to ensure high-quality releases and successful outcomes.
- Responsible for application deployments, monitoring, and overall service availability.
- Provides input on scalability, capacity planning and high availability concerns.
- Take ownership of and provide real time response/resolution to escalated customer support inquiries or escalated infrastructure alerts.
- Troubleshoot issues in a methodical, consistent, and efficient manner.
- Maintain high quality service desk entries including timely, accurate and detailed notes.
- Monitor service availability (including the underlying infrastructure) and react to alerts prior to them becoming critical.
- Automate tasks using config management and scripting languages for scalability, repeatability and increased efficiency.
- Ensure OS and userland patches are up to date; maintain and test server backups.
- Ensure server/process documentation is accurate, up-to-date and appropriate.
- Document and share knowledge within the team and help train other team members.
- Communicate effectively with Development and Support teams, escalating issues appropriately.
- Contribute to departmental roadmap with technology or process initiatives to provide continuous improvement.
- Maintain an up-to-date knowledge of Internet technologies and developments.
- Participate in after-hours on-call support/monitoring rotation and occasional after-hours scheduled work.
- Act as a representative of Cloud Operations in meetings and workshops with the client where relevant to their implementation and service
- Take clear ownership as the primary cloud engineer for building and improving the service
- Provide constructive input into future changes to the implementation and service
Skills & Experience
The ideal candidate for this role will have 3+ years technical experience in a client-facing services environment in delivering complex client projects.
Essential
- In-depth knowledge of Windows Server administration
- Good knowledge of OS Administration – CentOS, Red Hat
- In-depth knowledge of IIS administration
- In-depth proprietary Software Installation, Troubleshooting & Technical Support experience
- Good knowledge of networking principles (Active Directory, DNS, firewall, load balancers, etc.)
- CI/CD tools – Jenkins, Nexus
- Configuration and deployment automation – Ansible, Chef, Puppet, Octopus
- Version control systems - Git
- Configuration and administration of database services – SQL Server, Oracle
- Monitoring tools – Zabbix, ICinga, Status Cake, App Dynamics
- Scripting Languages – Powershell, Ruby, Python
- Cloud Knowledge – AWS, Azure, ECL2
- Good knowledge of general Information Security and Privacy Policies in a IaaS, PaaS environment and ISMS processes
- Strong interpersonal skills and the natural ability to communicate effectively internally and externally. Develop relationships, with both technical and non-technical personnel and in a confident and friendly manner
- Excellent written and verbal communication skills (English)
- A self-starter able to work independently and be resourceful in terms of finishing tasks and responsibilities
Desirable
- Experience with MultiTrans / TMS
- Experience with front-end Java development (JSP, JSTL)
- Experience in training and writing process documentation
- ITIL V3 Foundation
Qualifications and pre-requisites
Essential
• Technically relevant degree or equivalent professional qualification
• Must have a valid passport and have the ability to travel internationally
WORK ENVIRONMENT
- Brand new modern open concept office with breakfast and fruits available as well as great coffee.
- A Keg for special events!
- Located a couple of minutes from Peel metro station, very practical in winter as you don’t need to go outside.
- Possibility to do charity work for 5 days paid.
- 3 weeks’ holiday.
- Fun social committee.
- Gym membership and massage therapy discounts.
- Access to a vast library of eLearning training.
- Great benefits plan (dental, medical, STD/LTD, EAP…)
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