Cloud Engineer
- Doświadczenie
- od 3 lat
- Praktyki
- ITIL
Incident & SLA Management Respond to, triage, and resolve incidents (P1–P4) within contracted SLAs, owning each ticket from detection through to resolution. Drive root-cause analysis (RCA) and contribute to post-incident reviews for major incidents. Provide clear, timely updates to customers and internal stakeholders throughout the incident lifecycle.
Monitoring, Alerting & Standby Serve on the standby / on-call rota and respond promptly to alerts raised by the monitoring platform (Elastic APM and associated observability tooling). Proactively monitor dashboards and system health to detect and address issues before they impact service. Tune alert thresholds and reduce alert noise to improve signal quality and response efficiency.
Troubleshooting & Cross-Team
Collaboration Partner with application, network, security, platform, and other engineering teams to diagnose and resolve complex issues spanning multiple domains. Escalate to L3 / specialist teams or vendors (e.g., AWS Support) where required, and manage the escalation through to closure. Operational Support (BAU) Perform day-to-day operational support of AWS environments — compute (EC2), storage (S3 / EBS), networking (VPC, security groups, load balancers), IAM, patching, and backup/restore.
Execute changes in line with ITIL change management processes and maintain a strong compliance and audit posture. Contribute to problem management and continuous service-improvement initiatives. Documentation & Go