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…)