L2 Operations Support Engineer (AWS/Azure)

Employment Type: 1year Contract

Role Overview

- Provide day-to-day L2 operational support.

- Work closely with L1 and L3 teams to ensure service stability, timely incident resolution, and smooth maintenance execution.

Key Responsibilities

- Maintain and administer product administration access for various platforms to support operational matters.

- Render support to Product teams for enquiries, technical support, and incident management.

- Monitor system alerts and execute appropriate escalation plans or corrective actions.

- Escalate major outages to management promptly and ensure relevant stakeholders are informed in a timely manner.

- Troubleshoot logs and provide escalation to relevant stakeholders.

- Execute patching and maintenance activities across supported products, including:

• Monthly Vulnerability Assessment (VA) scans for security support
• Maintenance activities within AWS and Azure environments
• Software upgrades for supported products
• Pausing and resuming monitoring alerts during scheduled maintenance windows

- Support configuration changes for operational matters.

- Manage product tickets via Jira Service Management, working closely with L1, L3 and vendor teams to drive tickets to closure within the Service Level Agreement.

- Assist with tenant Service Requests (SRs), incidents, and enquiries from the Product Service Management Portal.

- Contribute to Knowledge Base articles to address gaps.

- Provide Status updates when required, with operational reports generated by them.

Preferred Skills/Knowledge

- Elastic (monitoring and log management)

- Jira/Jira Service Management (ticketing and service management)

- Confluence (Content Management)- GitLab (source code and pipeline management)

- Nexus Sonatype (artefact repository management)

- Azure Entra (identity and access management)

- Cloudflare (network and security services)

- Crowdstrike/Falcon

- Tatium