Your role and responsibilities
- Troubleshoot, monitor, and support critical production systems.
- Perform root cause analysis and manage incidents to ensure timely resolution.
- Provision and deploy environments in a cloud infrastructure (preferably IBM Cloud).
- Handle initial intake for Salesforce-related customer cases, ensuring SLA commitments are met.
- Provide on-call support, sharing rotation duties with global resources (including Poland), ensuring minimized MTTR (Mean Time to Recovery).
- Manage workloads and resources to maintain commitments and prevent SLA breaches.
Required education
High School Diploma/GED
Preferred education
Bachelor's Degree
Required technical and professional expertise
- Strong working knowledge of Kubernetes and cloud infrastructures, with a preference for IBM Cloud (1-3 years)
- Expertise in administration, configuration, and management of MS SQL Server 2022 (1-3 years)
- Expertise in automation platforms such as AWX
- Proficiency in scripting languages like Python and related tools
- Strong problem-solving skills and attention to detail
Preferred technical and professional experience
- Proven experience in providing on-call support for critical production systems, focusing on determining root cause analysis (RCA)
- Familiarity with Salesforce infrastructure and case management processes
- Experience with monitoring tools and incident management platforms
- Ability to work efficiently in a global, distributed team environment
