Cloud Support Engineer
Bespin Global Mea
مجموع سنوات الخبرة :6 years, 5 أشهر
Worked with Solutions Architect to evaluate proposals and recommended the best solution to migrate workloads to the AWS Cloud.
Monitoring cloud environment using New Relic, Datadog, Cloud Watch Dashboard and communicating with clients using ticketing tool.
Worked with DevOps Engineer to create CI/CD pipelines and automates the deployment process.
Setting up services like VPC, EC2 images, Auto Scaling Groups, Load Balancers, IAM roles and user permissions etc.
Provide Disaster Recovery solution to a company for their on-premises Data Center to AWS Cloud.
Adhering to security best practices and implementing the well architected framework.
Created CloudWatch alarms for existing systems on AWS.
Integrate DataDog tool with AWS for detailed monitoring and create custom dashboards upon client requirements.
Setup the ticketing system for the company to handle client queries and assigning the tickets to appropriate personnel.
Analyse reported incidents and provide solutions to our customers (worldwide), enabling them to resume their work with a minimum disruption and within the agreed service level objectives, KPIs and targets set.
Timely escalate any critical issue to other departments and monitor SLAs for resolution.
Coordinate with service providers to ensure both the quick resolution of incidents and problems and the smooth running of our departmental and global operations.
Monitor alerting console and ticketing system to identify any issues with the applications.
Provided 2nd level IT support, troubleshooting network and server related incidents including firewalls, routers, switches, VPN connections, load balancers, DNS, proxy, windows/Linux servers.
Administrating Linux platform and making necessary changes, writing automation scripts in BASH/YAML as required.
Monitoring issues raised by users through ServiceNow ticketing and following SLA.
Responsible to support FICO CCS (Customer communication services) java based application deployed on Linux servers in a 24/7 environment.
•Working on P1 and P2 issues reported by clients or by automated incidents.
•Analyzing application logs and finding root cause for errors in the application.
•Scheduling tasks using cron jobs.
Technologies used: ITIL, Service now, Zenoss, MySQL, Linux, JMS MQ, Shell/Perl Scripting, Cron, FTP, VIM, Tomcat, etc.
performed:
•Responsible to work on production and certification servers including UNIX and Wintel boxes hosting client’s website and tools in a 24/7 operating environment.
•Monitor the UNIX/Wintel Infrastructure performance and health and remediate if there are any events indicating any issues with the underling OS or the infrastructure.
•Implement the technical changes/ configuration changes at the UNIX OS level.
•Support L1 and well documented L2 task/scripts on UNIX and Wintel servers.
•Ensure that every alert is escalated to their respective teams including database, application, L2 wintel and L2 Unix, without compromising on SLA.
•Handle Sev1 / Sev2 (severity/critical) issues and act as a medium to connect appropriate teams to work on them immediately.
•Adhering to the ITIL framework methodology.
•Technologies used: ITIL, Netcool VCC, HP Service center, Linux, Service Now, Putty, etc.
performed:
•Error troubleshooting of Wind Turbine Generators (WTG) using tools like: SCADA for monitoring, HMI (Human Machine Interface) for calculating critical parameters of the machine in running or in error mode.
•Provided first line technical support to the engineers working on site.
•Technologies used: ITIL, CA service desk, SCADA, HMI, etc.
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