Cloud Support Engineer I - GA (Day)

asmexternalcareersite; Atlanta (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

ASM Research seeks a dedicated incident management specialist to diagnose, mitigate, and escalate issues in a 24x7 Microsoft Azure and cloud-based environment. You will support operations, development teams, and external partners while documenting fixes and improvements.

The role requires a BS in a technical field and 1–2 years of related experience, with TS/SCI clearance and Full Scope Poly. Strong communication and collaboration skills are essential for success in this fast-paced setting.

Qualifications

• BS in Computer Science or other technical discipline is preferred.
• 1-2 years of operations experience providing application infrastructure support; 1 year performing system administrator support.

Responsibilities

• Respond to incident tickets in a 24x7 operational environment to meet SLA objectives.
• Troubleshoot system issues using diagnostic tools.
• Review system logs to identify and mitigate system issues.
• Leverage knowledge base to troubleshoot and resolve systems issues.
• Update knowledge base troubleshooting guides and lessons learned as required.
• Document incident fixes and recommend improvements to engineering for future releases.
• Coordinate change management for system outages.
• Support collaboration across operations, development teams, and external partners.
• Participate in tiger team calls to share knowledge and resolve issues.
• Monitor solution performance per client specs and SLAs; escalate as needed.
• Overtime and varying hours may be required.

Skills

System administration

Windows

Linux

Azure/AWS

Troubleshooting

24x7 operations

Interpersonal skills

Written communication

Team collaboration

Education

BS in Computer Science or related technical discipline

Tools

Windows

Linux

Job description

Serve as a part of the incident management team in a 24X7 Microsoft Azure environment. Candidate will diagnose, mitigate and/or escal identify and mitigate system issues.

Duties and Responsibilities

• Responds to incident tickets in a 24x7 operational environment to meet SLA objectives.
• Troubleshoots system issues using diagnostic tools like netmom, windbg, and custom application tools.
• Reviews 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, elevate as needed.
• Other supporting duties, as directed.
• Willingness to work overtime and varying hours as required.

Minimum Qualifications

• BS in Computer Science or other technical discipline is preferred.
• 1-2 years of operations experience providing application infrastructure support; 1 year performing system administrator support

Clearance Requirement

• TS/SCI with Full Scope Poly required.

Other Job Specific Skills

• Experience with system administration support tools such as Windows/Linux
• Experience supporting a 24x7 cloud based environment.
• Strong 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 problem solve and collaborate with team members
• Strong organizational and multi-tasking skills
• Strong in technical communications with both technical and non-technical peers
• Able to maintain professionalism under pressure
• Strong customer focus

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.