Cloud Support Engineer

Job Description

Cloud Infrastructure Support Analyst

Engineering Services (ES) are a support team providing system support for a wide range of Intelligent Traffic Solutions. This role covers support of complex cloud based systems, including the creation of new infrastructure and management of existing cloud infrastructure and applications.

Yunex Traffic are looking for an experienced Cloud Infrastructure Support Analyst. The support analyst will provide technical advice and guidance and 2nd / 3rd line technical support for a growing estate of cloud based (AWS) infrastructure and bespoke Traffic System applications. The focus is on ensuring service levels are achieved or exceeded, that changes are managed within customer expectations and ensuring that a 24x7 regime is maintained in line with operational service levels. Responsible for continuous improvement across the infrastructure and application space and the reduction of high severity incidents and environment costs.

Provide on-call support and be part of the rotation to attend to high severity incidents over weekends and holiday periods.

The successful individual will be energetic, personable, and enthusiastic and be able to combine excellent customer service and communication skills with a broad knowledge of Networks and IT. A background in support is essential and formal networking qualifications and cloud environment skills (e.g. CCNA, AWS) would be a real bonus.

You should be confident in working with other support engineers and be willing to operate out of normal hours to respond to system issues and to prevent customer downtime.

This role is responsible for the infrastructure and of traffic management systems on a 24x7 basis as part of operational service contracts delivered via our Service Operations Centre (SOC). 

What are my responsibilities?

  • Work with the existing team to provide 2nd / 3rd line technical support across multiple cloud environments, products and solutions.
  • Proactively sharing information with co-workers to ensure the right level of knowledge is developed and maintained across the practice to provide high quality support services to Yunex Traffic customers
  • Perform incident and problem record triage, aligned to business operational prioritisation
  • Research, resolve, and record all levels of software questions from customers, as part of incident resolution.
  • Preparation and maintenance of key documents including, configuration specs, knowledgebase articles, FAQs and known error procedures.
  • Monitor logs, alerts and alarms within core Yunex Traffic applications and infrastructure, proactively identifying incidents which could potentially impact operational performance.
  • Improve the existing System Monitoring functions of the cloud infrastructure and software components.
  • Interface with customers, product management, engineering, and technical service teams - as a representative of support team/customers - to gather data and communicate status of customer issues, as needed
  • Technically assessing functional requirements and costs and verifying the solution capability of software and security aspects
  • Replicate customer issues to assist in the determination of root causes of problems and the provision of enduring resolutions including those which require a software fix from a 3rd party, working in close collaboration with the release and change management teams.
  • Contribute to the development of software solutions that meet the specified functional requirement, ensuring input across all phases, design, documentation, operational acceptance and successful implementation

What do I need to qualify for this role?

  • You will be an energetic, personable and self-motivated individual, with a methodical approach to problem solving and proven ability to use your initiative.
  • Be able to combine excellent analytical, customer service and communication skills with a broad and deep knowledge of cloud technologies, networking and security.
  • A background in technical support is essential with formal networking and technology qualifications being beneficial.
  • You should be confident of working with other Support Engineers, be able to build relationships with colleagues & customers, to work independently as well as being a member of a team.
  • Good understanding of AWS architecture, Linux and Windows Operating Systems and ideally with a good working knowledge of SQL scripting.
  • Experienced at working on multiple complex issues, tasks, tools and platforms simultaneously whilst accomplishing desired results and adapting to any customer impacting scenarios.
  • Experience in interpreting complex data and translating output into high quality documentation
  • Proven experience of adapting to new systems, technologies and processes with an awareness/understanding of development applications and lifecycle.
  • Desire to strive for solutions. Taking ownership of customer and end-to-end issue resolution and using appropriate, timely communication to explain technical concepts to non-technical stakeholders.
  • The ability to identify areas for process or system improvements and pass opportunities to Sales as applicable
  • Experience of working within an ITIL framework to investigate and resolve incidents (desirable)
  • ITIL Foundation qualification (desirable)
  • Database experience - specifically administration (desirable)

How do I apply?

We are looking forward to receiving your online application. Please ensure you complete all areas, of the application form, to the best of your ability as we will use this data to review your suitability for the role.

About us

We’re Yunex Traffic. We have offices across the UK and worldwide, full of hardworking individual’s helping us to challenge the today and work towards a brighter tomorrow. We’re excited to hear that you would like to join us here at Yunex Traffic (Siemens Company). Our people love it here and we want you to be a part of helping us make real, what matters.

What else do I need to know?

Our compensation package includes a competitive salary, holiday allowance and pension. We celebrate the fact that our employees are individuals and have different wants and needs. With this in mind, we have a flexible benefits scheme where you can tailor your benefits package to suit you.

If we all thought the same, we would never think of anything new. That’s why we recruit great minds from all walks of life. We recognise that building a diverse workforce is crucial to the success of our business, therefore we encourage applications from a diverse talent pool. We are proud to announce that we have partnered with VERCIDA, the UK's largest diversity and inclusion focused careers site where all our vacancies are in an accessible format. We encourage the opportunity to discuss flexibility requirements with our applicants to encourage agile working and innovation.

Organization: Siemens Mobility

Company: Yunex Limited

Experience Level: not defined

Job Type: Full-time

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