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Cloud Operations Specialist

Atlanta, GA 30339

Posted: 11/16/2023 Employment Type: Contract Job Category: Technology Job Number: 582056 Country: United States Is job remote?: Yes

Job Description

Cloud Operations Specialist
Location: Remote or Lowell, MA
Pay Rate: Up to $32/hr DOE


Job Summary: The Cloud Operations Specialist works in conjunction with our NOC and is responsible for maintenance, administration, and troubleshooting of the hosted environment. The role incorporates Windows system administration, AD user administration, technical troubleshooting, and major incident communication. The ideal candidate will have experience with large, virtualized platforms, supporting IT service management (ITIL), and delivering extraordinary customer service. 

Duties & Key Responsibilities:
  • Manage NOC Level 2 Support Queue via Service-Now
  • Execute Level 2 triage per knowledge base articles and standard operating procedures
  • Escalate issues to Lead engineers or other functional groups (SMEs) as required
  • Document trouble tickets properly with work logs and next steps
  • Send communication to stakeholders and customers as appropriate
  • Propose and/or execute change requests after identifying issue from Root Cause Analysis
  • Review and deploy assigned change requests
  • Manage tickets within service level agreement (SLA) by responding / escalating in a timely fashion
  • Configure and troubleshoot SFTP and Citrix access

  • Minimum of 2+ years of related work experience
  • Technical aptitude – ability to quickly grasp and understand system functionality and architecture at a technical level
  • Basic knowledge of Service Organization Controls (SOC) and ITIL Service Management
  • Ability to identify and analyze Infrastructure, network and operational issues and then assist with corrective / preventative action plans
  • Strong interpersonal and communication skills and comfortable in global working environment…team player a must
  • Exceptional work ethic and detail oriented
  • Strong follow-up and problem-solving skills
  • Ability to work independently with minimal supervision
  • Ability to multi-task and work in a fast paced, dynamic, client driven environment
  • Bachelor's Degree or equivalent experience in Computer Science or related discipline
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