Development and Operations Engineer

Title: L1 Cloud Support Engineer

Reports to: Engineering Manger

Job Description:

• 1st Line Support for Cloud based applications (AWS, Azure, Google Cloud)

• Investigate and resolve incidents at first line to maintain application availability

• Supporting circa 100 cloud based applications

• Communicate updates with requesters and stakeholders throughout incidents via ticketing platform and instant messenger

• Participate in technical investigations and relay/update stakeholders on progress

• Able to analyse service dashboards to identify issues with services

• Able to follow written runbooks to restore service quickly and efficiently

• Knowledge of ITIL Processes including Incident Management, Request Fulfillment, Change Management

• 24 x 7 Operation, need to be willing to operate in rotational shift patterns

• Work to contracted Service Levels - response and resolution targets

• Prioritise your workload based on priority relating to business impact

• Effectively and efficiently escalate to other support teams when need additional support

• Escalate to senior stakeholders during Major Incidents

• Identify areas of improvement and raise them as part of continual service improvement

• Willing to share knowledge and documentation to continuously improve knowledgebase

• Interacting with colleagues and customers across the globe

Requirements:

• Strong written and verbal English

• At least 1 year working with a SaaS (Software as a Service) product / service

• Experience working within AWS or Azure is desired

• Understanding of incident management, service request fulfillment

• Experience in working in an ITSM Tool (ticketing tool such as FreshService, ServiceNow,Remedy, Salesforce, HP Service Manager)

• Willing to work rotational Shifts for 24x7 service coverage

How to Apply: Please submit an online application for this position by clicking on the Apply Now button located in this posting.

Join a Values-Driven Team: Belong, Grow, Innovate.

At Trimble, our core values of Belong, Grow, and Innovate aren't just words-they're the foundation of our culture. We foster an environment where you are seen, heard, and valued (Belong) where you have an opportunity to build a career and drive our collective growth (Grow) and where your innovative ideas shape the future (Innovate). We believe in empowering local teams to create impactful strategies, ensuring our global vision resonates with every individual. Become part of a team where your contributions truly matter.

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