DevOps Engineer

Responsibilities and Duties

Support -

• Record and classify received Incidents and undertake an immediate effort to restore a failed service as quickly as possible

• Assign unresolved Incidents to appropriate teams

• Log all Incident/Service Request details, allocating categorization and prioritization codes

• Keep users informed about their Incidents’ status at agreed intervals

• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

• Provide investigation and diagnosis of all Incidents and Service Requests

• Verify resolution with users and resolve Incidents in ConnectWise

• Escalate Major Incidents to the Manager

• Escalate Incidents at risk of breaching Service Level Agreement to the Manager

• Document troubleshooting steps and service restoration details

• Create and submit knowledge articles

• Provide specialized investigation and diagnosis of all Incidents and Service Requests

• Monitor and optimize Infrastructure usage - Linux/AWS

Professional Services -

• Liaise with the Project Management team for effective product implementation for clients

• Reportingto Project Management team on assigned projects

• Hire, train, mentor and track progress of professional services team members

• Perform and oversee product implementation and configuration as per requirements

• Perform Proof-of-Concept implementations as per requirements

• Timely communication with clients at various stages of the project implementation

TechnicalSkills:

Mandatory skills - Knowledge in IAM (Identity & Access Management), Linux, AWS, MySQL, Domain Controllers, Single Sign On, MFA

Preferred:

Authentication Protocols: Implementing Single Sign-On (SSO) using industry-standard protocols: SAML 2.0, OIDC, OAuth 2.0, WS-Fed, and MFA solutions.

User Lifecycle: Including automated provisioning and deprovisioning, role assignments

Directory Services: Experience in Azure Active Directory (Azure AD) and traditional Active Directory