PTC Cloud Service Ops & Quality, Engineer

Senior Cloud Service Ops & Quality,Engineer is the primary escalation point for daily incidents, and acts as the knowledge transfer liason for all NOC technical responsibilities that are transitioned within Cloud Services
Employees at this level are deepening the critical job competencies and are taking on projects of a more complex nature. A well-rounded technical/functional skill set has been fully mastered and the employees may be beginning to deepen their experience in some specialist areas. Employees at this level may lead and mentor lower level contributors.

Responsibilities
1. Leverages monitoring platforms and researches abnormal trends to conduct in-depth analysis of customer platforms and usage data
2. Deploys business logic triggers on logging and alerting systems resulting in preventative notifications to the NOC and Delivery teams
3. Continuously improves existing alerting mechanisms within the monitoring platforms
4. Collaborates with escalation teams to resolve issues proactively and prevents incidents from occurring
5. Analyzes re-occurring incidents to determine new methods for automating the resolution process
6. Adds/Reviews/Modifies self-healing scripts to the existing monitoring platform
7. Approves scripts from other Cloud engineers prior to deployment into production
8. Automates the implementation of the IT Service Management platform for incidents and changes
9. Fosters an ongoing relationship with Delivery and Infrastructure team to ensure improved service quality
10. Participates in external industry standard training in order to facilitate knowledge transfer and train the existing NOC team members
11. Maintains a comprehensive understanding of the supported platforms, both infrastructure and application level
12. Provides 24X7 on-call paging rotation support for any escalated incidents that other NOC members cannot resolve
13. Perform post-mortem analysis on all escalations enabling other NOC members to resolve repeated issues in the future
14. Work in 24x7 environment

Required Skills and Experience:

1. Bachelors Degree or equivalent in Engineering / Computer Science
2. 2-4 years experience
3. 2 years Experience with following technologies is required
a. Must have
1. Basic command line Linux Skills
2. Strong, proven diagnostic and Troubleshooting Skills
3. Basic Apache and JBOSS skills
4. Experience with Nagios monitoring software or something comparable
5. Excellent Communication skills; Verbal and Written
6. Experience using a Ticketing System
7. Experience with a scripting language like Python or Perl
8. Experience with Zabbix, Icinga

b. Good to have
1. Understanding of Web technology
2. Experience with a scripting language like Python or Perl
3. Experience with Nagios, Salesforce, Service Now, VMware, AWS, or Puppet.
4. Experience with basic JAVA, PHP

4. Ability to logically prioritize tasks and schedule work accordingly
5. Ability to Interact with customers of any designation.
6. Ability to meet deadlines and work well under pressure
7. Strong motivation to learn new technologies
8. Able to work and contribute to a team environment
9. Flexible, detail oriented and organized with the ability to multitask and work independently
10. Excellent written and spoken communication skills