Operations Analyst responsible for enhancing operational performance and customer experience at ANZ's customer contact hub. Collaborates on improvement plans and monitors effectiveness for sustained impact.
About the role
- Cloud Operations Team Leader at Shift Technology overseeing cloud operations team and managing incidents. Responsibilities include managing infrastructure and support tickets while ensuring operational efficiency.
Responsibilities
- Manage a team (2) of Cloud Operations specialists in US
- Will be tasked with serving as the primary point of technical escalation contact
- You will be responsible for being the point of contact for any operational escalations within the organisation.
- Ensure that the Incident management process is running as expected, and that the operations team is handling incidents in a timely and efficient manner.
- Operations team will be responsible for the Incident management process, so need to ensure the process is running as expected.
- Manage support tickets (changes, requests, incidents, etc.) and escalate to the appropriate resolution level.
- Monitor alerts and follow their evolution, escalate as needed.
- Manage cloud infrastructure (Azure, AWS, and OVH) and take care of the infrastructure backup and the backup checks.
- Maintain Linux and Windows systems, network, and security software/equipment.
- Apply security patches to the entire IT infrastructure.
- Deploy new client projects and infrastructure based on established requirements.
- Manage day-to-day infrastructure work and ensure that desktop computers are compliant with security policies.
- Cultivate great co-worker and client relationships.
- Available to work during weekends based on the team’s rotation schedule. (1 in 3 weekends)
Requirements
- Knowledge and experience working with cloud computing - e.g. Azure or AWS or GCP (Required)
- Networking and firewall expertise - VLANs, Zone based firewalling, IPSec VPN, SSL VPN, URL filtering, IDPS (Required)
- Proficiency in Windows, Office, and Active Directory is required
- Infrastructure security experience - Patch and vulnerability management
- Backup knowledge and experience
- Experience with Infrastructure-as-Code (IaC) tools, such as Terraform or CloudFormation or ARM, for deploying and managing cloud resources. (good to have)
- Understanding of cloud cost management and optimization techniques, including resource tagging, reserved instances, and usage analytics. (good to have)
- Familiarity with monitoring and logging solutions, such as Grafana (Required)
- Experience with Jira ticketing system and Confluence (good to have)
- Familiarity with DevOps methodologies and tools, such as Git, Jenkins and Ansible, for automating software delivery and infrastructure management. (good to have)
- Knowledge of compliance standards and regulations, such as GDPR, HIPAA, and SOC 2, and experience implementing controls to meet these requirements. (good to have)
Benefits
- Flexible remote and hybrid working options
- Competitive Salary and a variable component tied to personal and company performance
- Company equity
- Multiple Learning and Development opportunities, including Focus Fridays, a half-day each month to focus on learning and personal growth
- Generous PTO and paid holidays
- Mental health benefits
- 2 MAD Days per year (Make A Difference Days for paid volunteering)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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