Cloud Operations Engineer

Summary

The Cloud Operations Engineer is responsible for all aspects of operations management of the FINEOS Cloud for our customers’ pre-production and production environments. Responsibilities will range from build, deploy, operate, troubleshoot, monitor, and maintain large scale multi-system SaaS environments in public/private clouds that are secure, stable, auto scalable and always on.

The Cloud Operations Engineer is part of a global team responsible for the availability of the FINEOS stack in our customer facing data centers and responding to our daily challenges.

This role generally works a standard business week, but occasional weekend work and / or on-call rotations may be required.

Responsibilities (Other duties may be assigned.)

· Responsible for the oversight and management of FINEOS's Customer facing applications, servers, and network 24x7 within their development environments.

· Issue Management & Troubleshooting through second level responder to the monitoring alerts

· Proactively manage the environments to avoid incidents using the monitoring tools and alerts.

· Worki with multidisciplinary project teams to deliver the customer solution.

· Recommend and implement changes to the Project environment that improve the stability, performance and security of the FINEOS Cloud platform ensuring uptime and availability for FINEOS solutions to meet the necessary SLAs.

· Drive technical excellence and improvement across the organization as well as across offerings, participate in projects and initiatives to improve processes and drive efficiency gains (for example in areas of automation; system integrity; infrastructure costs).

· Enforce the appropriate security compliance in Project environments as agreed with the FINEOS Information Security Council.

· Problem, Incident Management & Troubleshooting.

o Collaborate with Project teams and Customer teams to resolve complex issues that span application and cloud infrastructure.

o Monitor and respond to alerts that are generated on the components of our infrastructure and systems, including investigating for root cause, and troubleshooting errors/ issues.

o Work directly with projects, customers, operations and development to research, troubleshoot, and resolve performance issues in a timely manner.

Education and/or Experience

· College degree or equivalent work experience

· 6+ years of experience providing system support in a technical environment working with customers, with special focus in system performance and stability

· 6+ years of experience providing system support in a technical environment working with projects / customers, with special focus in troubleshooting and issue resolution.

· AWS Certified Solution Architect, SysOps Administrator, OR AWS Certified Engineer – DevOps preferred

· Experience working with web applications, scripting languages, network technologies, and/or relational databases (Oracle, Postgres, Apache, Tomcat, OpenSSL).

Knowledge, Skills and Abilities

· Ability to own and drive Project related issues to resolution working with the Project & Customers technical teams.

· Excellent communication and analytical skills for incident and problem management as well as stakeholder management (FINEOS Engineers, Devops and Customer)

· Work well in a distributed, fast paced and dynamic team environment.

· Strong commitment to great customer service

· Proven technical background in web applications and applications system performance

Technical Skills

· Familiarity with AWS; Web Applications; Networking fundamentals, Unix; Scripting Language;

· Strong knowledge of Service Oriented Architecture, Web services and distributed systems.

· Familiarity & understanding of AWS public and private cloud architecture

· Familiarity & Understanding of Networking concepts like Routing, SNMP, Web Application Firewalls, Load Balancing, and VPN

· Strong knowledge of AWS networking and architecture

· Strong knowledge of networking fundamentals, and common Internet protocols, in-depth knowledge of the TCP/IP Stack DNS, SMTP and ability to troubleshoot issues.

· Familiarity & Understanding of Oracle databases

· Ability to automate repeatable tasks via scripting

Language Skills

· Ability to speak the English language proficiently, both verbally and in writing

Travel Requirements

· This position may require up to 10% travel based on business need

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Employee works primarily in a home office environment.

· The home office must be a well-defined work area, separate from normal domestic activity and complete with all essential technology including, but not limited to; separate phone, scanner, printer, computer, etc. as required in order to effectively perform their duties.

Work Requirements

· Compliance with all relevant FINEOS Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.

· Travel and fieldwork, including international travel may be required. Therefore, employee must possess, or be able to acquire a valid passport.

· Must be legally eligible to work in the country in which you are hired.

FINEOS is an Equal Opportunity Employer. FINEOS does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.