The Cloud Support Engineer will serve as a part of the incident management team in a 24X7 Microsoft Azure environment. Candidate will diagnose, mitigate and/or escalate system issues to maintain a high level of system/platform availability. Candidate will serve as a part of the Live Site work stream and will require an understanding of core Windows Azure components and tools to diagnose issues. The Cloud Support Engineer will perform tasks such as:

• Respond to incident tickets in a 24x7 operational environment to meet SLA objectives

• Troubleshoot system issues using diagnostic tools like netmom, windbg, and custom application tools

• Review system logs to identify and mitigate system issues

• Leverage knowledge base to help troubleshoot, identify and resolve systems issues;

• Update knowledge base troubleshooting guides and lessons learned as required

• Document incident fixes and make recommendations to engineering team for system improvements for consideration in future releases

• Document system issues resulting in system outages and coordinate change though change management process

• Support collaboration across operations, development teams and external partners

• Support “tiger team” calls to streamline knowledge sharing and timely resolution of system issues

• Monitor solution performance according to client specification and SLAs, escalate as needed

Minimum Qualifications

• BS in Computer Science or other technical discipline is preferred.

• 2 - 4 years performing system administrator support

Clearance Requirement

• TS/SCI w/ FSP

Job Specific Skills

• Windows Desktop Operating Systems

• Microsoft Azure Cloud Services

• IT Infrastructure Operations

• Service Desk

Other Job Specific Skills

• Experience with system administration support tools such as Windows/Linux

• Experience supporting a 24x7 cloud based environment

• Excellent interpersonal skills

• Strong oral and written communication skills

• Experience in supporting Cloud based environment and tools such as Azure/AWS

• Experience analyzing, troubleshooting, and providing solutions for technical issues

• Ability to collaborate with team members

• Strong organizational and multi-tasking skills

• Excellence in technical communications with both technical and non-technical peers

• Able to maintain professionalism under pressure

• Strong customer focus

• Exceptional problem-solving, analytical, and customer service skills