Position Details: Senior System Engineer - Public Cloud

Job Summary 

Senior Systems and operational support engineers at Ethan are responsible for the continued success of our key customers across our public and Multi-Cloud offerings.  

The ideal candidate is a Senior Engineer that can participate as a part of a matrixed team, working across the global Ethan resource group to ensure that Ethan’s customers are protected and have a high level of satisfaction with the services we offer.  

Given the critical importance of cloud operations to our customer base, the Senior Engineers at Ethan are those that pride themselves on service and will go “above and beyond” to ensure success.  

As a Senior Engineer it is expected that you will also help lead and shape Ethan’s cloud future and as such could be called into discussions about future direction and plans. 

Key Responsibilities 

The individual will be primarily responsible for Level 3 systems support of IT Public Cloud services provided to Ethan customers.   

With a primary focus on Azure, the individual is expected to have significant domain knowledge and provide thought leadership to the team in this area.   

The individual will be a part of a team responsible for all related ITIL services, including incidents, service requests, problem, change, and configuration management. The engineer drives continual improvement initiatives, provides guidance to project engineers, manages customer relationship engagement, executes onboarding, inputs to product development, and delivers reporting.  

Key responsibilities include. 

• Level 3 IT Systems support to for Ethan Managed Public Cloud Services delivered to customers.  
• Build, deploy and maintain Azure infrastructure.  
• Prepare and review technical change requests.  
• Develop and maintain operational documentation and diagrams.  
• Prepare and provide leadership in automation, scripting, infrastructure as code and DevOps.  
• Provide guidance and escalation support across the team as required.  
• Responsible for customer engagements including regular reviews, general communications, and workshops.  
• Input to and review project designs, migration plans and test plans  
• Stay current with vendor supplied and other best practice cloud solution architectures.  
• Participation in the after hours on-call rotating roster  

Additional Responsibilities. 

• Manage own time effectively and maintain timesheets and ticket records accurately.  
• Achieve agreed KPIs.  
• Other duties as may be delegated by the Business Unit Manager or Team Lead from time to time.  
• Conduct all activities in accordance with company policies and procedures, as may be amended from time to time.  

Technical Skills. 

Essential / mandatory 

• High-level competency in Azure infrastructure management  
• Strong competency in:  
  • Azure Active Directory  
  • Infrastructure management  
• Exceptional troubleshooting skills, analytical research and problem solving.  
• Scripting, automation, and infrastructure as code  
• Competency in GitOps and general DevOps processes  
• Understanding of ITIL framework 

Desirable Technical Skills 

• Competent in AWS infrastructure management  
• Demonstrable experience in AWS infrastructure management  

Experience 

• Demonstrable experience in a similar senior Server or Cloud support role.  
• 5+ years IT experience  
• Experience in a Managed Services Provider environment in a similar role  
• Experience in providing leadership and mentoring within a team.  
• Other Public Cloud, Security, Linux, or Kubernetes experience   
• Must have 3-5 years experience as the said position

Key Personal Attributes 

• Strong desire to develop skills in Public Cloud  
• Exceptional customer service attitude  
• Exceptional problem-solving skills  
• Exceptional time management  
• Exceptional written and verbal communication  

Certifications  

Mandatory 

• Azure Associate-level certificate or certificates  

Highly desirable 

• Azure Architect or equivalent certificate  

Desirable 

• AWS Sys Ops Administrator or AWS Cloud Practitioner   
• Other Public Cloud, Security, Linux, or Kubernetes certifications   
• Private cloud platforms such as VMware or other