Support Engineer AWS (VN13299) City of London, England
Salary: Competitive package
Rebura part of Westcon-Comstor is one of the fastest-growing AWS Consulting Partners. We’re exclusively dedicated to using AWS technologies to help our customers increase productivity, scalability, cost efficiency, and security. We are recruiting a Support Engineer / Senior Support Engineer to join our successful Cloud Data Support Engineers team based in London to support existing and new clients with AWS cloud environment. You will support our customers ensuring timely and effective response and resolution of incidents and requests. You will exceed customer expectations and improve SLA adherence. This role is for you if you are also actively pursuing training and certification in AWS and have already gained some experience with AWS in a support role working for a Managed Service Provider.
This role is based in London and you will need to come to the office about 2 days a week. (Mondays and Thursdays). We offer a competitive salary with great benefits including on-call bonus pay.
DUTIES & RESPONSIBILITIES
Main Duties:
1. Service Improvement Leadership:
Spearhead service improvement tasks, recommending continuous enhancements to support offerings. Act as a mentor and escalation point for support engineers within the team, driving technical excellence and collaboration.
2. AWS Environment Support:
Support and maintain AWS environments for clients, ensuring stability and optimal performance.
3. Incident and Request Management:
Manage day-to-day incident and request tickets, meeting defined client SLAs. Implement Change Management Requests as needed. Serve as the main point of contact for Major Incidents, leading technical calls with customers until resolution.
4. Proactive Issue Prevention:
Utilise Problem Management techniques to conduct incident and event trend analysis to anticipate issues and implement permanent solutions. Collaborate in team meetings to discuss and implement new technology initiatives. Develop and maintain a knowledge base of known issues and solutions.
5. Client Onboarding:
Undertake and serve as the primary contact for onboarding new clients to support services. Ensure a smooth transition and integration of new clients into support.
6. Monitoring and Event Management:
Proactively monitor client AWS infrastructure, addressing issues through event management processes.
7. Root Cause Analyses (RCAs):
Perform RCAs following critical incidents to identify and address underlying issues.
8. Documentation:
Create and maintain updated documentation for processes and configurations using Confluence.
9. Client Meetings:
Participate in client meetings to discuss ticket updates, provide technical insight and ensure effective communication.
10. On-Call Participation:
Participate in On-Call rota, serving as the first escalation point for Critical client issues outside of business hours.
Technical Skillset:
1. AWS Technologies:
Hands-on experience and exposure to a range of AWS services and solutions. Proficient in managing and troubleshooting AWS environments. Familiarity with AWS Well-Architected framework and implementing best practices.
2. Troubleshooting Skills:
Possess troubleshooting skills to resolve complex technical issues efficiently.
3. Scripting and Automation:
Experience with scripting skills (e.g., Python, Bash) for automation tasks.
4. Infrastructure as Code (IaC):
Experience with Infrastructure as Code (IaC) tools (Terraform, CloudFormation).
5. Monitoring Tools:
Proficient in using monitoring tools (AWS CloudWatch) to ensure the health and performance of AWS environments.
6. Security Practices:
Experience with AWS Security services such as Guard Duty, Security Hub, and IAM policy management.
ABOUT YOU
1. Customer-Centric Approach:
Exhibit an excellent approach to customer service, prioritising client satisfaction. Experience with managing customer expectations.
2. Professional Experience:
Have at least 12 months of experience in a support role with a Managed Service Provider.
3. AWS Awareness:
Demonstrated hands-on experience with AWS.
4. Automation and Continuous Learning:
Demonstrate an automation-driven mindset with a commitment to continuous learning.
5. Proactive and Adaptable:
Be highly proactive, always staying ahead and on top of tasks. Be a quick learner with a flexible attitude, thriving in the face of unexpected change and ambiguity.
6. Team Collaboration:
Maintain empathy, appreciation, and understanding for all team members.
Join a growing global business
Rebura part of Westcon-Comstor is one of the fastest-growing AWS Consulting Partners. We’re exclusively dedicated to using AWS technologies to help our customers increase productivity, scalability, cost efficiency, and security.
In 2021, Rebura was named AWS Well Architected Review Partner of the Year for the UK and Ireland. Every year, AWS commends members of its AWS Partner Network who are leaders in the channel and play key roles in helping customers drive innovation and build solutions on AWS. In 2020, Rebura was also named APN Rising Star Partner of the Year for the UK and Ireland.
This is an exciting time to join our expanding UK and Ireland operation, which serves the EMEA region. We have ambitious plans and huge future potential - you will be ideally placed to grow your career in a dynamic yet supportive culture.
#J-18808-Ljbffr