L2 Operations Support Engineer (AWS/Azure)

Employment Type: 1year Contract

Role Overview

- Provide day-to-day L2 operational support.

- Work closely with L1 and L3 teams to ensure service stability, timely incident resolution, and smooth maintenance execution.

Key Responsibilities

- Maintain and administer product administration access for various platforms to support operational matters.

- Render support to Product teams for enquiries, technical support, and incident management.

- Monitor system alerts and execute appropriate escalation plans or corrective actions.

- Escalate major outages to management promptly and ensure relevant stakeholders are informed in a timely manner.

- Troubleshoot logs and provide escalation to relevant stakeholders.

- Execute patching and maintenance activities across supported products, including:

• Monthly Vulnerability Assessment (VA) scans for security support
• Maintenance activities within AWS and Azure environments
• Software upgrades for supported products
• Pausing and resuming monitoring alerts during scheduled maintenance windows

- Support configuration changes for operational matters.

- Manage product tickets via Jira Service Management, working closely with L1, L3 and vendor teams to drive tickets to closure within the Service Level Agreement.

- Assist with tenant Service Requests (SRs), incidents, and enquiries from the Product Service Management Portal.

- Contribute to Knowledge Base articles to address gaps.

- Provide Status updates when required, with operational reports generated by them.

Preferred Skills/Knowledge

- Elastic (monitoring and log management)

- Jira/Jira Service Management (ticketing and service management)

- Confluence (Content Management)- GitLab (source code and pipeline management)

- Nexus Sonatype (artefact repository management)

- Azure Entra (identity and access management)

- Cloudflare (network and security services)

- Crowdstrike/Falcon

- Tatium

Skills

Level 2 Support, Service Request monitoring, Elastic, Azure Monitor, Service Level Agreement, AWS, Escalation Management, Patch Management, IT Operations, Nexus, Logging, JIRA, Knowledge Base, Cloudflare, GitLab, Configuration Changes, Ticket Management, Vulnerability Assessment, Incident Management, Technical Support