Cloud Support Engineer - FS Poly

Cloud Support Engineer I
*TS/SCI with Full Scope Poly Clearance Required
*On-Site in Elkridge, MD
*Night Shift: 10pm - 6:30am EST; Swing Shift: 2pm-10:30pm EST; Day Shift: 6am-2:30pm EST

Job Role:
Serve as a part of the incident management team in a 24X7 Microsoft Azure environment. Candidate will diagnose, mitigate and/or escalate system issues to maintain a high level of system/platform availability. Candidate will serve as a part of the Live Site work stream and will require an understanding of core Windows Azure components and tools to diagnose 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 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, escalate 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

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