Your role will focus on setting team practices, goals and coaching. You embrace modern, rigorous software development practices that emphasize testability, repeatability, and self-service automation. You will help drive technical decision-making, in support of the global cloud platform. Your team focuses on performing non-incident, business hour troubleshooting, reviewing pull requests, following runbooks to provision new infrastructure, onboarding assistance and light-weight solution architecting.  

• First line support for Gobal Techs cloud-based developer platform, focusing on areas with heavy support load and manual processes.

• Perform operations tasks like applying security patches to infrastructure and Terraform modules.

• Approve pull requests, modify security rules, etc

• Supports new product launches and adding new tenants and/or markets to the platform by provisioning new infrastructure like AWS resources, Ingress stack, etc following established runbooks.

• Owns and manages documentation, runbooks, and decision trees for the supported areas.

• Act as first point of contact for the internal engineering teams, guiding them through the intake process and if necessary, escalate support or feature requests to appropriate platform team.

• Note that this team is required to work on a late shift, 16:00 – 24:00 IST 1-2 weeks per month in order to provide full business hour coverage of the Global Tech organization. During these shifts, you will be allowed to work fully remote or provided transportation from office to home.

What to Bring:

• Bachelor’s degree with at least 5 years of hands-on experience working on a Cloud environment

• Hands-on experience with designing and maintaining Cloud infrastructure with at least one cloud provider (AWS, GCP, Azure, or other)

• Hands-on experience with at least one IaC tool (e.g. CDK, Terraform, CloudFormation)

• Hands-on experience from working in a support ticketing system following runbooks and decision trees for triaging

• Experience with the development and operation of high throughput systems supporting hundreds of developers or more.

• Hands-on experience with automating development workflow pipelines (CI/CD)

• Operational experience (i.e. on-call rotation, incident response)

• Ability to collaborate effectively with remote peers across disparate geographies and time zones.

• Excellent written and verbal communication skills with particular emphasis on technical documentation (including diagramming)

• Ability to administer a team’s agile process (creating exemplary tickets in Jira, sprint planning, etc)

• Ability to support a global organization that requires working the late shift, potentially up until midnight, a couple of weeks per month.