Roles and Responsibilities

• Manage and support the production infrastructure, including servers, network, storage, and security components. Ensure high availability and performance of all environments.
• Oversee the operations of distributed applications, middleware, and caching solutions across all tiers, ensuring they meet performance and availability requirements.
• Execute and manage ITIL/ITSM processes, including Incident, Problem, Change, Release, Asset, Configuration, and Service Level Management, to maintain operational excellence.
• Prioritize and address internal customer needs, ensuring that all applications and systems meet their requirements and achieve Service Level Agreements (SLAs) and Operating Level Agreements (OLAs).
• Work closely with Cloud Engineering teams and Technical Product Managers to support and enhance the xPaaS platform, adapting to evolving technologies and requirements.
• Adhere to designated shift patterns to provide continuous support and ensure timely resolution of issues.

Qualifications

• Proven experience in cloud operations, including infrastructure and application support.
• Familiarity with ITIL/ITSM processes and best practices.
• Strong problem-solving skills and ability to handle multiple tickets simultaneously.
• Excellent communication and collaboration skills.
• Experience with Jira for managing stories and bugs.
• Knowledge of cloud technologies and platforms is a plus.

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