Position: NOC/DevOps Engineer
Company: Ciklum
Category: Sysadmin
Experience required: 1y
English level: upper

Responsibilities:

●	Provide technical support and preliminary investigation to customer issues and service requests
●	Understand and analyze requests, react quickly
●	Manage and track customers issues;
●	Installation, integration, configuration, monitoring, backup, service creation and day-to-day customer support;
●	Develop and review content for the company's knowledge base;
●	Respond to customers' request (in quick and efficient manner)
●	Respond to escalated technical issues surrounding the platform, primarily by web portal and e-mail & chat;
●	Interfaces directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
●	Work directly with other technical support staff, development, and the DevOps Team to resolve problems
●	Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
●	Thoroughly documents all issues, develops and reviews content for knowledge base; 
●	Understand and analyze customers' problem, find appropriate and acceptable solutions
●	Check the status of the problem until it is solved
●	Update the documentation.

Requirements:

●	Experience with Amazon Web Services (AWS: ALB, EC2, RDS, MSK, ELK, ElasticCache Redis);
●	Good Command of English, both written and speaking skills are required;
●	Experience as a Technical Support/NOC engineer;
●	Wiliness to learn such technologies as Scala, Kafka, PHP, Angular;
●	Experience with tools such as DataDog, Kibana, OpsGenie etc;
●	Customer focused and team oriented;
●	Must have a passion for troubleshooting client problems and satisfying customer needs, strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues;
●	Service oriented with desire to help people;
●	Push the matter through;
●	Detail oriented, reliable, stress resistant;
●	Responsible, initiative, multitasking, self-organized, eager to learn;
●	Able to plan your own time;
●	Shift work (24/7, morning - evening - night)
●	Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST;
●	Experience with Jira, Confluence, Salesforce;
●	Location: Ciklum Office

Desirable:
●	Experience with such tools & technologies as: AWS/ EKS dockerised apps, Terraform, Vault, Ansible, BGP, IPSec, Direct Connect, Postgres, Java, Scala, Kafka, PHP, Angular;
●	Previous NOC experience;
●	Technical certification/Academic degree 

What's in it for you?
●	Variety 	of knowledge sharing and training opportunities
●	Unique 	working environment where you communicate and work directly with client
●	Competitive salary
●	Career 	and professional growth
●	Possibility to work in a big and successful company
●	Long-term employment with 20 working-days paid vacation and other social benefits	
●	Working in a comfortably located office with warm atmosphere which creates really good working conditions
●	Access to webinars, Udemy courses