
Immediate Start: DevOps Cloud Support Engineer
2 weeks ago
Position Summary & Primary Objectives
Reporting to the Team Lead – Cloud Support or Cloud Service Desk Manager, the DevOps Cloud Support Engineer is responsible for the delivery and/or support of cloud-based projects. As a key member of the Cloud Services Team, the DevOps Cloud Support Engineer plans and documents infrastructure deployments, responds to customer environments, and fulfils all day-to-day level 2 and 3 support tickets, service requests, and escalations for our customers’ cloud and hybrid environments. This role takes ownership of all incoming support tickets, grows relationships with customers, and provides expert technical support. It is also responsible for the delivery of smaller project initiatives in the Cloud Services business unit, ensuring the knowledge base is maintained/updated and delivering best possible end-to-end service.
Key Roles & Responsibilities
- Take ownership, address, and resolve incidents and service requests; log all incidents and requests; engage other service desk resources
- Provide operational support and technical escalation; manage and monitor all systems ensuring the highest levels of availability
- Support project delivery, including cloud workload migrations, Office 365 migrations, Office 365 remediations, security and best practice reviews
- Deliver continued, secure, and highly available systems to ensure customers follow the standard process
- Provision and configure public cloud-based resources to manage customer environments
- Assist in delivering cloud and automation capability and offerings ensuring delivery of Cloud Services related projects
- Apply DevOps processes & methodologies as required
- Peer review documentation and mentor, coach, and provide support to less experienced team members
- Provide knowledge transfer and mentoring of customer technical staff and other CyberCX technical staff as required including maintaining customer knowledge base
Preferred Qualifications, Experience & Skills
- Tertiary qualifications in Computer Science or a related discipline and/or equivalent industry experience
- At least 1 year of experience in a support role, ideally in a global consulting firm or large technology company or managed services provider, working on multi-client environments
- Broad experience and knowledge in hybrid and cloud technologies, across networking, virtualization, and security
- Able to work autonomously and use initiative to achieve desired outcomes
- Able to explore new challenges, and know when guidance from someone with more domain experience is required and not burn time
- Excellent collaboration skills; work well as part of a team
- Excellent interpersonal skills: ability to build relationships with internal and external stakeholders
- Strong time management skills – ability to multi-task, set priorities and meet deadlines
- Ability to communicate effectively in written and verbal form with both colleagues and customers, including excellent listening skills
- Strong analytical and problem-solving skills, with proactive approach and a can-do attitude
- Skilled in responding to setbacks in an agile and resilient manner
Personal Attributes
- Professional and ethical; you inspire trust and confidence through integrity and respect
- Customer-obsessed and a self-starter, you go above and beyond to deliver extraordinary results and experiences for customers
- Future-focused strategic thinker, comfortable in the unfamiliar
- Innovative and open to change; focused on continuous improvement and optimising work processes
- A collaborative strong communicator with an enterprise mindset; you speak up and welcome input, opinions, and questions
About CyberCX
CyberCX is the leading independent cyber security services organisation in Australia and New Zealand. CyberCX unites the country’s most trusted cyber security companies to deliver end-to-end cyber security services to Australian enterprises and governments. We are cyber security experts first and foremost, a unified team of qualified, certified professionals working together to protect Australian organisations from cyber threats. We specialise in: Strategy & Consulting | Governance, Risk & Compliance | Security Testing & Assurance | Identity & Access Management | Network & Infrastructure Solutions | Managed Security Services | Cloud Security & Solutions | Digital Forensics & Incident Response | Cyber Capability, Education & Training
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