Cloud Systems Engineer

About this role

The Role:

The Cloud Systems Engineer will play a vital role within the 11:11 Systems Cloud Operations organization and is responsible for supporting an ecosystem of large- and small-scale x86 and Open Systems (Unix/Linux) servers and server clusters, interfacing to a variety of storage and network equipment. With a focus on teamwork, innovation and attention to detail, the engineer will collaborate with various other staff from all levels of the organization and customers alike to help achieve their goals. Typical activities would include providing L3/L4 technical support, performing life cycle management activities, and business impact analysis and infrastructure risk assessment of the various Open Systems service offerings of 11:11 Systems. In addition to supporting the company's server infrastructure, the Systems Engineer will be an escalation point and mentor to junior level engineers. This role reports to the Sr Director, Cloud Infrastructure Engineering.

Responsibilities:

• Provide complete ownership and accountability of all responsibilities assigned regarding 11:11 System’s cloud and disaster recovery and systems servers.
• Provide Technical support with a high degree of customer satisfaction by meeting Service Level Agreements (SLA) and process compliance.
• Responsible for provisioning, environmental management, alert monitoring, and trouble resolution.
• Provide an escalation point for customer problems, as well as junior level 11:11 Systems staff.
• Provide training and mentoring to junior level 11:11 Systems staff regarding day-to-day operations and technical issues.
• Assist in creation, updating and maintaining existing 11:11 Systems server and compute Infrastructure documentation, according to current standards.
• Provide accurate, timely and professional responses to escalated customer tickets from support, ensuring a good customer experience
• Collaborate with other cross functional teams within the organization to shape the future roadm...