DevOps Engineer
Summary
DevOps engineer at a managed IT services provider, splitting time between incident management support (logging, diagnosing, and resolving incidents in ConnectWise) and client-facing professional services (implementations and proofs-of-concept). Core tech: Linux, AWS, MySQL, and identity work — SSO, MFA, domain controllers, Azure AD.
Responsibilities and Duties
Support -
Record and classify received Incidents and undertake an immediate effort to restore a failed service as quickly as possible
Assign unresolved Incidents to appropriate teams
Log all Incident/Service Request details, allocating categorization and prioritization codes
Keep users informed about their Incidents’ status at agreed intervals
Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Provide investigation and diagnosis of all Incidents and Service Requests
Verify resolution with users and resolve Incidents in ConnectWise
Escalate Major Incidents to the Manager
Escalate Incidents at risk of breaching Service Level Agreement to the Manager
Document troubleshooting steps and service restoration details
Create and submit knowledge articles
Provide specialized investigation and diagnosis of all Incidents and Service Requests
Monitor and optimize Infrastructure usage – Linux/AWS
Professional Services -
Liaise with the Project Management team for effective product implementation for clients
Reporting to Project Management team on assigned projects
Hire, train, mentor and track progress of professional services team members
Perform and oversee product implementation and configuration as per requirements
Perform Proof-of-Concept implementations as per requirements
Timely communication with clients at various stages of the project implementation
Technical Skills:
Mandatory skills - Knowledge in IAM (Identity & Access Management), Linux, AWS, MySQL, Domain Controllers, Single Sign On, MFA
Preferred:
Authentication Protocols: Implementing Single Sign-On (SSO) using industry-standard protocols: SAML 2.0, OIDC, OAuth 2.0, WS-Fed, and MFA solutions.
User Lifecycle: Including automated provisioning and deprovisioning, role assignments
Directory Services: Experience in Azure Active Directory (Azure AD) and traditional Active Directory