Overview:
SoftwareOne is a leading global software and cloud solutions provider that is redefining how companies build, buy and handle everything in the cloud. By helping clients to migrate and modernize their workloads and applications - and in parallel, to navigate and optimize the resulting software and cloud changes - SoftwareOne unlocks the value of technology. The company's 9,300 employees are driven to deliver a portfolio of 7,500 software brands with sales and delivery capabilities in 60 countries. Headquartered in Switzerland, SoftwareOne is listed on the SIX Swiss Exchange under the ticker symbol SWON. Visit us at https://www.softwareone.com/en
Responsibilities:
Join SoftwareOne as an AWS Associate Consultant supporting clients' AWS cloud environments.
* Providing second-level (L2) support in troubleshooting issues in AWS cloud infrastructure, operating systems, and networking in customer environments.
* Conducting in-depth troubleshooting to identify root causes of issues and implementing innovative solutions to prevent recurring problems.
* Mentoring and developing Standard Operating Procedures (SOPs) for Level 1 (L1) support engineers.
* Working with Level 1 & 3 Support Engineers, internal collaborators, and other support teams to diagnose and resolve sophisticated technical issues.
* Responding to and resolving technical issues reported by customers or detected through monitoring tools, including network connectivity, performance issues, and security incidents.
* Applying monitoring tools like CloudWatch and Splunk to supervise system health and respond to incidents to ensure high availability.
* Demonstrating knowledge and experience working with AWS Backup Services and managing the patch management lifecycle through AWS Systems Manager (SSM).
* Conduct root cause analysis and find opportunities for system and process improvements.
* Following established incident management procedures to mitigate the impact of disruptions.
* Collaborating with other teams and vendors to promptly advance and resolve critical issues and work towards service improvements.
* Generating reports to analyze trends, evaluate the performance of the Event Management process, and contribute to continual service improvement.
* Crafting and maintaining standard operating procedures, documentation of configurations, and processes.
Job Requirements
Qualifications:
To successfully compete for this role, candidates must meet the following requirements:
* A minimum of 5 years of experience working with AWS Services.
* Experience and knowledge in DevOps practices, including CI/CD pipelines, GitHub, Terraform, and CloudFormation.
* Proficiency in AWS Services such as EC2, EBS, ElastiCache, RDS, VPC, ALB, ELB, Route 53, among others.
* Strong understanding of networking concepts such as network layers (the OSI model), IP connectivity, TCP, UDP, DNS, HTTP(s), and the ability to troubleshoot common connectivity issues.
* Proficiency in Windows and Linux operating systems.
* Familiarity with container technologies such as OpenShift, Kubernetes, and Docker.
* Proficiency in scripting languages, particularly Python, to automate routine tasks and streamline operations.
* Strong problem-solving skills and attention to detail.
* Excellent communication skills to interact with internal collaborators, articulate technical concepts clearly, and provide superb customer service.
* Ability and willingness to constructively challenge and effectively embrace changes in the work environment.
Join SoftwareOne's dedicated team delivering flawless client support with outstanding value in cloud technology.
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