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