Azure Cloud Support Engineer - 24/7 Incident Response

ASM Research, An Accenture Federal Services Company; Elkridge (MD); On-site; USD 66,000 - 73,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Cloud Support Engineer to be part of the 24x7 incident management team in a Microsoft Azure environment. You will diagnose, mitigate and escalate issues to maintain high availability, coordinating with engineering and operations to resolve incidents.

The role requires a BS in CS or technical discipline, 2 years of infrastructure operations experience, and 1 year of system administration (Windows/Linux).

Qualifications

• Bachelor of Science in CS, or other technical discipline preferred.
• 2 years operations experience providing application infrastructure support.
• 1 year performing system administration support (Windows/Linux).

Responsibilities

• Troubleshoot system issues using diagnostic tools like netmom, windbg, and custom application tools.
• Respond to incident tickets in a 24x7 operational environment to meet SLA objectives.
• 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 through 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.

Skills

Azure/AWS cloud experience

System troubleshooting

Effective communication

Education

Bachelor of Science in CS or technical discipline

Tools

netmom

windbg

Job description

ASM Research, An Accenture Federal Services Company, seeks a Cloud Support Engineer to be part of the 24x7 incident management team in a Microsoft Azure environment. You will diagnose, mitigate and escalate issues to maintain high availability, coordinating with engineering and operations to resolve incidents.

The role requires a BS in CS or technical discipline, 2 years of infrastructure operations experience, and 1 year of system administration (Windows/Linux).