L3 Support

Objective: Responsible for the performance, availability, and reliability of our cloud-based services and underlying infrastructure, acting as a critical technical subject matter expert.Main tasks include, but are not limited to: Manage, troubleshoot, and optimize containerized applications and infrastructure deployed on Kubernetes, RedHat OpenShift, and OpenStack platforms.Serve as the Subject Matter Expert (SME) for core cloud infrastructure technologies, including advanced Linux (CentOS) system administration, Docker/Containers, and complex networking configurations.Lead the investigation and resolution of complex, high-severity customer issues, applying strong analytical knowledge to quickly diagnose problems across the entire cloud stack.Utilize your expertise to quickly identify root causes and implement effective, durable solutions for customer incidents.Prepare and conduct rigorous Root Cause Analysis (RCA) for critical incidents to identify systemic issues and prevent recurrence.Develop, test, and maintain robust automation scripts using Python and Ansible to streamline daily operational tasks and improve overall service efficiency.Identify and implement automation opportunities to reduce manual effort in maintenance and deployment activities.Provide end-to-end Escalation, Monitoring, and Emergency (EME) support, acting as a final escalation point to ensure service availability and meet SLAs.Liaise directly with customers team and internal teams to understand requirements and deliver tailored technical solutions.Stay current with industry best practices and emerging technologies in cloud and containerization.Scheduling:Our team operates on a follow-the-sun model, ensuring 24/7 coverage and rapid response times. While this may occasionally require shifts outside typical local business hours, the total work hours will remain consistent with a standard work week.A rotational on-call schedule is a mandatory part of this position. On-call experts are responsible for providing immediate support for urgent cases, including direct customer contact (via call/Teams) and prompt engagement in designated war rooms for case investigation and resolution.All interventions are performed in live environments and must strictly follow the Standard Network Touch Policy, requiring full awareness and compliance during urgent case resolution.Skill set required to cover these services include, but not limited to: Linux Expertise: Strong knowledge and proven hands-on experience with Linux administration.Networking Foundations: Strong knowledge of core networking principles (TCP/IP, routing, load balancing, firewalls) in a cloud environment.Containerization & Virtualization: Strong knowledge of Kubernetes orchestration, OpenStack platforms, and Docker/Containerization.Problem-Solving Mindset: Possess sharp troubleshooting skills combined with an analytical mindset to dissect and address complex challenges.Scripting and Automation: Solid Python scripting skills for task automation and system management.Configuration Management: Hands-on experience with Ansible for configuration management.’Root Cause Analysis (RCA): Expertise in preparation and implementation of RCAs.Escalation and Monitoring: Proven experience with EME (Escalation, Monitoring, and Emergency) management processes.One or more certifications from the list below will be considered an added advantage:Red Hat Certified Specialist in Cloud Infrastructure (EX210),Red Hat Certified Engineer (RHCE) in Red Hat OpenStack (EX310), RHCSA, RHCE, CKA, EX280 (RedHat Certified Specialist in OpenShift Administration), EX380 (RedHat Certified Specialist in OpenShift Automation and API Management).Communication & Attitude:Excellent communication skills (written and verbal) and the ability to articulate complex issues clearly.Demonstrated ability to handle customer pressure and manage expectations with a positive, professional attitude.Strong team player, self-motivated, and capable of excelling in a high-pressure, dynamic support environment.