Senior Analyst - L1 Support - Java Cloud

Tasks

• Providing first-line technical support for cloud infrastructure and application issues.
• Conducting inspections and basic troubleshooting to quickly resolve common problems.
• Collaborate with subject matter experts (SMEs), development teams, and L2/L3 support teams to resolve issues.
• Automating routine tasks and workflows to increase efficiency and reduce manual work.
• Serve as a point of contact for service users and escalate issues to the appropriate teams as needed.
• Contribute to the knowledge base by documenting resolved issues and best practices.
• Participate in root cause analysis for recurring problems and propose improvements.
• Support for capacity planning and resource management.
• Support for software updates and patch management processes.
• Ensuring compliance with security policies and best practices.
• Monitoring key performance indicators and generating reports on system status.
• Support for disaster recovery and backup processes.
• Monitoring and managing cloud environments within AWS.
• Collaborate with cross-functional teams to ensure seamless integration.
• Contribution to continuous improvement initiatives.
• Monitoring performance and managing the system status of ERP environments.
• Provision of first- and second-line (L2) technical support for IT products and applications.
• Coordinate with business users and technology teams to support user needs.
• A key role in the management and implementation of large-scale projects and initiatives.
• Support for promoting automation initiatives aimed at reducing operating time by 20% and lowering maintenance costs by 15%.
• Reduce cloud service downtime by 30% and promote cost optimization measures that reduce infrastructure costs by 15% per year.

Requirements

• L1 Java Cloud (Java Cloud is a technical, business-oriented Java port-to-cloud solution in a "cloud-inside-an-on-premises-container" environment).
• JDK/Linux
• Oracle/RDBMS
• Knowledge of CFIA is preferred.
• A basic understanding of network implementation details, as well as an in-depth understanding of network products.
• Experience with infrastructure layers (both on-premises and public/private cloud).
• Ability to quickly learn about new products.
• Experience working closely with technical sales and pre-sales teams.
• A team player with excellent organizational skills.
• Communication and Collaboration.
• Strong analytical and problem-solving skills.
• Ability to work independently and collaboratively.
• Excellent communication and interpersonal skills.
• Oracle Certified Professional, Java SE, Programmer II (1z0-809).
• AWS Certified Solutions Architect (Associate).
• PMP, PRINCE2, or Scrum Master.
• ITIL.
• Knowledge of cloud computing.
• Experience with Java applications.
• Understanding of microservices architecture.
• Familiarity with DevOps—