Azure Cloud Support Engineer I: Incident Response

ASM Research, An Accenture Federal Services Company

Reston (VA)

On-site

USD 42,000 - 73,000

Full time

14 days+

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Job summary

ASM Research seeks a Cloud Support Engineer to join the incident management team in a 24x7 Microsoft Azure environment. You will diagnose, mitigate and escalate issues to maintain high system availability and meet SLA targets, while collaborating with operations, development and external partners.

Responsibilities include troubleshooting with diagnostic tools, reviewing logs, updating knowledge bases, and documenting fixes.

Qualifications

Bachelor of Science in CS, or other technical discipline is 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 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, elevate as needed.