Cloud Support Engineer I: 24/7 Incident Response

asmexternalcareersite; Elkridge (MD); On-site; USD 70,000 - 100,000; Full time

Job summary

ASM Research is seeking a skilled IT Operations professional in Maryland to support critical infrastructure. The role involves troubleshooting Windows/Linux environments, cloud patches, and incident response in a 24x7 setting to meet SLA commitments.

You will work with Azure/AWS cloud platforms, coordinate with engineering, and help maintain knowledge bases and change management processes for ongoing improvements.

Qualifications

• Bachelor of Science in Computer Science, 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.
• Manage reporting and evidence for proper configuration settings within the environment.
• Respond to incident tickets in a 24x7 operational environment to meet SLA objectives; including scheduled weekend support.
• Perform patching and system updates on cloud servers.
• Coordinate the resolution of on-prim systems.
• 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.

Skills

Troubleshooting

Azure Cloud

AWS Cloud

Windows/Linux

Incident Response

Education

B.S. in Computer Science

Tools

Azure

CompTIA Security+

Job description

ASM Research is seeking a skilled IT Operations professional in Maryland to support critical infrastructure. The role involves troubleshooting Windows/Linux environments, cloud patches, and incident response in a 24x7 setting to meet SLA commitments.

You will work with Azure/AWS cloud platforms, coordinate with engineering, and help maintain knowledge bases and change management processes for ongoing improvements.