TECHNICAL ENGINEER
Atos
- Cyberjaya, Selangor
- Permanent
- Full-time
At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people's skills and backgrounds to make the right choices with our clients, for our company and for our own futures.ResponsibilitiesAs an Azure Cloud Engineer (ACE), you are the primary support and engineering contact accountable for the customer's Azure support experience driving resolution of complex critical problems and supporting key customer projects on Azure. You will also act as the voice of the customer within Azure to escalate problems and to drive prioritization of platform/support improvement needs for customers.In this role, you will work together with field teams (Customer Success Account Managers, Cloud Solution Architects, Support Escalation Engineers) and Azure engineering teams to:
- Proactive Customer Engagement - Understand and support their key solutions, workloads, and priorities on Azure including regular engagement on trend analysis, proactive monitoring, and event planning.
- Strategic Project Execution - Own project-level Azure issues and actively drive them towards resolution whilst ensuring support and engineering readiness for key milestones.
- Critical Problem Resolution - Lead Azure Support to drive fast mitigation of issues impacting critical workloads and provide timely communication in a 24x7x365 global support environment and participate in global follow the sun on-call rotation coverage.
- Case Ownership - Directly own a subset of customer support cases end to end. Deliver a great customer support experience. Continuously grow Azure technical skills.
- RCA Ownership - Own and drive the timely delivery of quality root cause analysis (RCA) to understand and prevent future occurrence of reported issues.
- Engineering Engagement - Relentlessly champion and advocate driving product feedback, feature requests to address customer pain points and improve Azure resiliency.
- Experience: 5+ years of demonstrated IT experience supporting and troubleshooting enterprise level, mission-critical applications resolving highly complex issues/situations and driving technical resolution across cross-functional organizations. At least 3+ yrs. of cloud experience.
- Excellent Communication: Must have the ability to empathize with customers and convey confidence. Able to explain highly technical issues to varied audiences. Able to prioritize and advocate customer's needs to the proper channels. Take ownership and work towards a resolution.
- Education: Desired Degree in Computer Science/Technology, Engineering or Equivalent Experience. Certification in Microsoft and/or other Cloud Technologies.
- Customer Obsessed: Passion for customers and focus on delivering the right customer experience.
- Learner Mindset: Openness and ability to learn new skills and technologies in a fast-paced environment.
- Technical Skills: Deep understanding of cloud computing technologies with demonstrated hands-on experience in one or more of the following domains:
- Azure Core IaaS: Compute, Storage, Networking, High Availability
- Data Platform and Bigdata: Azure SQL DB, HDInsight/Hadoop, Machine Learning, Azure Synapse, Azure Data Factory, Databricks, Cosmos DB
- Azure PaaS Services: Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, etc.
- Containers and container orchestration platforms: Docker, Kubernetes, AKS
- Identity and Authentication: SSO/Federation, AD/Azure AD, ADFS, etc.
- Proficiency in one or more scripting languages (PowerShell, Python, C#, Open Source)
- Backup tool knowledge needed (Netbackup , Cloud based backup Barracuda)
At Atos, we embrace diversity as the ultimate engine of ingenuity for our clients, and we constantly strive to create a culture where people feel supported and encouraged. Read more about our commitment .Whether it is fighting climate change, promoting digital inclusion, or ensuring trust in data management – tech for good sits at the core of our identity. With numerous global recognitions for our ESG practices, we are committed to building a better future for all by harnessing the power of technology. Learn more