ID 4497 - Digital Operations L2 Cloud Support Engineer

Hoy

We are looking for a Digital Operations L2 Cloud Support Engineer.

Mission:
Operate and support the Digital Solutions provided by the company and the underlying Cloud Infrastructure.

Main responsibilities and activities:

- Operate the Digital Solutions provided by the company and the underlying Cloud Infrastructure (maintain, deploy upgrades, manage resources, ensure business continuity)
- Perform configuration changes and deployment of new versions.
- Respond to Incidents and Requests escalated by Digital Operations L1 Support.
- Update Incidents and Requests in Ticketing tool.
- Perform technical troubleshooting and resolve incidents, or identify bugs and complex technical issues.
- Perform Root Cause Analysis, document findings and drive corrective actions.
- Escalate Incidents and Requests to L3 Support where appropriate.
- Maintain Knowledge Base.
- Contribute to the maintenance of Process Documentation.

In addition, for Team Lead Role:

- Ensure staffing roster supports required service hours (eg. 8×5 or 24×7)
- Ensure adequate training and performance of team members.
- Drive Continuous improvement and support Service Excellence.

Requirements:

- Basic education and training: Bachelor's degree or equivalent in Information Technology, Engineering or related. Certifications (AWS, etc,) an advantage.
- Professional experience: Deployment and management of applications on Cloud infrastructure, solution administration, customer support, service management.
- Experience in project management an advantage.

Skills:

- Data & messaging analysis: Kafka (most important), SQL (PostgreSQL, Oracle)
- Logs and monitoring analysis:



Splunk, AWS CloudWatch, Grafana, Prometheus.
- Knowledge of containerized applications (Docker, Kubernetes, AWS)
- Basic scripting (Bash, Python, Postman)
- Languages: Spanish (C2), Portuguese (B2), Excellent in English (C1, spoken & written), any other languages can be an advantage.
- ITIL Certification will be advantageous.

Specific knowledge linked to the job:

- Strong communication skills (verbal or written)
- Stakeholder Management.
- Customer care.
- Good analytical skills or thinking especially on problem solving.
- Excellent coordination of tasks, prioritization and time management skills.
- Strong planning and organizational skills.
- Attention to detail and thoroughness.
- Documentation writing.
- Proactive, self-motivated and driven.
- Focused and results-oriented.
- Demonstrate strong functional leadership, ability to drive other people (Team Lead role only)
- Team player.
- Personal commitment to meet customers' needs or project goals.
- Resilient and mature in handling difficult situations and people.
- Willing to learn.
- Willing to work outside regular office hours (shift work or on-call, including during weekends or public holidays)
- Willing to travel if required.

Buenos Aires, Argentina
Full time
R
Job Overview




Manage a team of clinical staff working in support of clinical studies to ensure projects are appropriately resourced and employees are trained and meeting project objectives.
Essential Functions
- Manage staff in accordance with organization's policies and applicable regulations. Responsibilities include planning, assigning, and directing work, assessing performance and guiding professional development, rewarding and disciplining employees, and addressing employee relations issues and resolving problems.
- Participate in the selection for hiring new employees by conducting candidate review and participating in the interviewing process. Ensure that new employees are properly onboarded and trained.
- Ensure that staff has the proper materials, systems access and training to complete job responsibilities. Provide oversight for the execution of the training plan, SOP review and training experiences, as applicable.
- Participate in the allocation of resources to clinical research projects by assigning staff to clinical studies based on their experience and training.
- Manage the quality of assigned staff's clinical work through regular review and evaluation of work product.
- Identifies quality risks and issues and create appropriate corrective action plans to prevent or correct deficiencies in performance of staff.
- Ensures that staff are meeting defined workload and quality metrics through regular review and reporting of findings as outlined by clinical operations management.
- May collaborate with other clinical teams and other functional leadership to manage project related challe

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