Description
Job Title: Cloud Engineer - AWS - ServiceNow - Inside IR35
Location: Glasgow/WFH
Salary/Rate: £690 Inside IR35
Job Type: Contract
We have a fantastic new role with a great rate that we are currently working on. Our client, a banking client, is looking for a seasoned Cloud Engineer to join a project.
This role is based in Glasgow thus candidates must be within a commutable location of the office.
The public cloud team is responsible for engineering and operating the cloud infrastructure and platforms ensuring reliability, resiliency and security. We have a Cloud Support Engineer (CSE) position to help the Cloud team with support in the public cloud across multiple domains.
In this role, you'll be working with application engineers across the organisation to provide white-glove service, technical support, and executive-level communications to our customers.
You will support customers involved in time-sensitive incidents and manage their overall experience by collaborating closely with cloud platform users.
This role is a great career move for those looking to move into an SRE role after some time in the TSE role.
In this role, your responsibilities include:
- Provide a world-class customer service experience both from a technical and soft skill point of view.
- Assisting customers in troubleshooting cloud services, provide clear information to clients on product feature, functionality and best practices.
- Always be the first contact for internal cloud platform users. Your technical acumen and customer-facing skills will enable you to effectively represent the public cloud team.
- Communicating client perspective to Product and Development teams for feature improvements/fixes.
- Managing the life cycle of an incident, acting as the single point of contact for the customer, impact analysis, internal stakeholder coordination and communication.
- Building strong working relationships with key stakeholders across Application engineers, Site Reliability and Cloud Engineering, focused on fostering efficient collaboration and driving down resolution times.
- Developing, implementing and coordinating key post escalation processes such as post-incident reviews, post mortems, trend analysis and other key continuous improvement activities in conjunction with the Site reliability engineering team.
- Establishing and maintaining best practices of incident response and site reliability in accordance with industry standards.
- Monitoring, reporting and analysis of KPIs, SLAs, SLOs and relevant operational data to ensure the best internal and customer experience.
- Driving and managing incident review meetings focused on critical/major escalations with senior leadership.
- Educating and facilitating learning sessions with end-users through forums such as office hours and various communication channels
Required Skills/Experience
The ideal candidate will have the following:
- Strong technical aptitude and ability to become a product expert quickly
- Quickly understand customer use cases and requirements
- Demonstrating strong analytical, troubleshooting, and problem-solving expertise.
- Proficient in deploying, managing and troubleshooting Cloud infrastructure and platforms.
- Cloud Certification Required (AWS or Google preferable).
- Ability to make timely decisions from both business and technical standpoints
- Excellent verbal, written, communication and receptive listening skills.
- Detail-oriented, organised and have strong analytical skills, with a data-driven mindset
- Respond to cases within SLA, with the appropriate level of urgency. Escalate issues to internal teams promptly when required. Familiarity with ServiceNow/Jira will be a plus.
- Create and curate reports and metrics for executive reviews.
- Willingness to participate in weekend and holiday on-call rotation coverage
Contact Information
If you are interested in this opportunity, please apply now with your updated CV in word/PDF format.
Disclaimer
Notwithstanding any guidelines given to level of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.
Square One is acting as both an employment agency and an employment business and is an equal opportunities recruitment business. Square One embraces diversity and will treat everyone equally. Please see our website for our full diversity statement.