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Job Description

Main Purpose
His/her main role is to provide excellent customer focused service. Encompassing
application availability, 2nd and 3rd level Infrastructure support on Google
cloud platform.
Infra Specialist will provide a highly effective, proactive and responsive Infra
support service to customers globally, ensuring that the
applications/systems/servers/VMs operate efficiently, reliably and to agreed SLAs
and KPIs.
Responsibilities Owns, manages and resolves incidents/faults logged against
applications/Infrastructure on Cloud supported by the DevOps team to agreed
SLAs and KPIs.

Implement networking and ability to create and manage custom

networks, security , firewalls on Cloud Infra.

Very good working knowledge on Linux environments. Should be

very good in UNIX scripting.

Creating and managing instances, snapshots , disks and images,

end points etc. Applying required patches on VM's

Creating and managing cloud storage.

Knowledge of authorization and authentication , SSO on Cloud

Design network and deployment architecture on cloud.

Analyses problems and incidents, ensuring completeness of root cause for

major/critical incidents, and where possible identifies, resolves or provides
workarounds, suggestions and improvements to mitigate future incidents.
Ensures full documentation has been developed and change management

Liaises with third party suppliers and contractors as required to maintain

levels of support/service; upgrades and integrates new requirements in
partnerships with colleagues.

Ensures applications/software environments are fully maintained with

appropriately supported revisions, fixes, updates, patches and/or service
packs in line with corporate system maintenance policies. Prior to installation
ensures full testing, sign off and change management approval has been
obtained prior to release into production environment.
Coordinates/implements the installation, testing and release of vendor-
supplied software upgrades and revisions.

Assists in the resolution of software problems by designing and

implementing appropriate fixes and enhancements in conjunction with the
Systems Development team.

Participates in business continuity and system resolution/recovery


Coordinates the analysis, testing and deployment of software or hardware

changes/releases in line with the change management process.

Recommends and assists with developing improvements around support

processes, tools, standards and the overall performance and level of support
provided by the DevOps team.

Manages the fulfilment of requests for application access, ensuring full

compliance to agreed SLAs, security policies and procedures.

Develops and maintains standard support procedures and other

documentation as required to ensure the support, availability and continuity of
services to agreed SLAs and KPIs.

Proactively monitors Infrastructure to capture potential issues (e.g. alerts,

performance) before they occur, in accordance with monitoring/maintenance

Carries out operational maintenance of applications/systems in line with

agreed maintenance policies and SLAs, ensuring any maintenance applied is
fully supported.

Develops scripts (e.g., operating system shell scripts or SQL scripts) for
diagnostic or system monitoring purposes and to resolve bugs/problems in the

Prepares management information to input into management reporting in

respect to service levels and support activities (e.g. dashboards, rag status,
SLAs, KPIs. risks/issues).

Maintains, and identifies opportunities to improve, application and software

support methods, standards, KPIs and SLAs across all supported applications
and software.

Provides assistance to the Systems Development team and QA team with

testing and deployment of application/software changes/releases through the
formal change management processes.

Leads or participates in the process of integrating and releasing new

application/software functionality into the production environment, ensuring all
service acceptance and operational deliverables have been successfully
developed and agreed prior to handover.

Builds and maintain effective working relationships within the team and
externally (with suppliers, partners and vendors).

Experience 5+ years hands on experience supporting applications deployed on Cloud

5+ years strong background in Infrastructure support with a proven track
record of delivering a first class customer focused support service
Infra L3 Support with good knowledge of Cloud Infrastructure
Must have good experience working on Linux environments and
managing deployments.
Experience working on DevOps tools like Jenkins, Chef, GIT, Bitbucket,
Maven, SVN will be preferred.
Experience of supporting mission critical applications web applications
with high business transactions and large volume of users.
Experience in performance tuning of web applications and database
5+ years Experience of supporting applications running in Google or any
cloud platform.
A certificate in ITIL foundation level is preferred.
Experience of supporting an application hosted on cloud providing service
to an international user community.
Experience within a global business and an understanding of the
challenges encountered in providing a support service across multiple time
A good working knowledge of formal change and release management
processes, with experience of version management and change control
Competencies Excellent troubleshooting and problem solving skills on Cloud
Outstanding ability to effectively communicate, both verbally and in writing,
across all levels of management.
Strong customer focus meeting and exceeding expectations, resolving
issues and developing solutions to meet customer needs
Self-driven with a making a difference attitude
A proven ability to plan, organise, prioritise, manage and track numerous
concurrent activities to successful outcomes