Chatbot LUIS Developer (Deputy Manager - TS)

Job Summary

Cloud Production Support Engineer(PSE) is responsible for fulfilling the day-to-day infrastructure and service requests from the application teams across AWS, CI/CD solutions and observability tools. You will be expected to handle production issues in collaboration with the cloud Infrastructure and application teams.

Responsibilities and Duties

• Troubleshoot production Issues: When technical issues with the cloud infrastructure components arise, PSE must act quickly to analyse the available data and find the root cause of the problem. They may then develop a solution or escalate the problem to other engineering team members while providing stakeholders with progress updates.
• Infrastructure provisioning and modification: Application teams may request to create new infrastructure or modify the existing ones in AWS based on their requirements via the ticketing tool. PSE should ensure that the required data/info is available on the ticket and provide a resolution based on the given SLA.
• Alert Management: Alerts from the observability tools will be received on multiple channels according to the notification settings. PSEs are expected to acknowledge the alerts, troubleshoot the issue, close the alert based on the given SLA, or escalate to the cloud infra/DevOps team for further diagnosis.
• Onboarding, Off-boarding and access management: Whenever an employee joins or leaves the organization, you will receive an onboarding or offboarding request.
• Prepare Technical Documentation: PSEs must prepare documentation when logging product issues, as they must note all details, including their observations, diagnoses, and action steps. Other everyday tasks include weekly reports summarising production performance, upgrade release notes, and troubleshooting guides.
• Product Improvements: Since PSEs have good exposure to the product issues, they should work closely with the PMs+EMs, pass the feedback on the product, and get the improvements/fixes included in the product roadmap.
• Adherence to SLA and timelines: PSEs should always adhere to the timelines shared with other teams for closure of fixes and deliver outcomes as per the SLA guidance agreed with business teams
• Reporting: Report & track weekly regarding SLA metrics, tickets being worked and closed by PSEs/transferred tickets. Identify and devise how productivity can be captured at the individual level and report the same monthly.

Qualifications and Skills

• Degree in Computer Science/Information Technology.
• Two years or more experience in Cloud and system administration.
• Experience troubleshooting in complex environments using monitoring tools.
• Demonstrated experience with containerisation technologies (Docker, Kubernetes, etc.)
• Hands-on experience with the most common AWS services.

Job Description

The Project Manager provides full leadership and supervisory responsibility. Provides operational/service leadership and direction to the team(s). Applies in-depth disciplinary knowledge through the provision of value-added perspectives or advisory services. May contribute to the development of new techniques, models and plans within the area of expertise. Strong communication and diplomacy skills are required. Generally has responsibility for volume, quality, timeliness of end results and shared responsibility for planning and budgets. Work affects an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family. Full supervisory responsibility, ensuring motivation and development of the team through professional leadership to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations as well as the direction of daily tasks and responsibilities.

Responsibilities:

• Responsible for the daily execution of significant projects within a focus area and resolution of complex problems or transactions, where expertise is required to interpret policies, guidelines or processes.
• Full ownership for one or more processes, reports, procedures or products, and may also be considered analytical or procedural experts representing a unit or team on the cross-function processes or project deliverables.
• Actively supervise day-to-day work of junior level employees, but will not typically have a formal management role.
• Manages multiple teams (consisting of support staff and/or entry-level analysts).
• Full leadership and/or supervisory responsibilities.
• Applies in-depth disciplinary knowledge of concepts and procedures within their own area to resolve issues.
• Ensures creation of project plan and charter benefits management plan, stakeholder management plan, acceptance plan, and central project issue log.
• Ensures resources are assigned to the project & monitors commitment.
• Ensures change control is executed throughout the project.
• Identifies, documents, and understands project dependencies Identify key stakeholders who participate in a project scope definition.
• Measures project management performance against standards.
• Ensures appropriate project staffing levels.
• Establishes project communication needs and creates a project communication plan.
• Creates the project risk management plan.
• Partners with cross-function peers to create, administer, track, and eventually close project contracts.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Truemeds, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Stakeholder Management

• Develop a platform/strategy wherein stakeholders (Ops, Compliance, Policy, Risk and Controls, Internal Audit etc.) come together and discuss KPIs relating to the quality of output.
• Build relationships across various verticals of the process and create an environment of open discussion/innovation
• Discuss and document the needs of local and Global management teams and accordingly establish a framework to achieve results
• Design and implement team engagement framework

Continuous improvement program

• Proactively review metrics and KPIs to identify emerging trends and Opportunities for Improvement
• Conduct root cause analysis on past data and isolate any recurring trends
• Devise a Plan for continuous improvement in the quality of reviewers through Huddles/Training as appropriate.

Process Framework Management

• Take complete ownership of the process framework 
• Participate in change controls forums and tracks the Policy/Process changes and their impact on the Operations team

• Deploy company Application on customer public cloud and on-premise data centers
• Building Kubernetes based workflows for wide variety of use cases
• Document and Automate the deployment process for internal and external deployments
• Interacting with customers over call to deployment and debugging
• Deployment and Product Support

Desired Skills and Experience

• 4-6 years of experience in infrastructure development, or development and operations.
• Minimum 2+ years of experience in docker and kubernetes.
• Experience working with Docker and Kubernetes. Aware of Kubernetes Internals, Networking etc. Experience with Linux infrastructures tools.
• Good interpersonal skills and communication with all levels of management.
• Extensive experience in setting up Kubernetes on AWS, Azure etc.

Good to Have

• Familiarity with Big Data Tools like Hadoop, Spark.
• Experience with Java Application Debugging.
• Experience in monitoring tools like Prometheus, Grafana etc

We are looking for a System Administrator to maintain, upgrade and manage our software, hardware and networks.

Resourcefulness is a necessary skill in this role. You should be able to diagnose and resolve problems quickly. You should also have the patience to communicate with a variety of interdisciplinary teams and users.

Your goal will be to ensure that our technology infrastructure runs smoothly and efficiently.

• Install and configure software and hardware
• Administer Microsoft 365 Enterprise Mobility and Security suite + Intune
• Set up accounts and workstations
• Monitor performance and maintain systems according to requirements
• Troubleshoot issues and outages
• Ensure security through access controls
• Upgrade systems with new releases and models

• Functional & operational understanding of Microsoft Active Directory, Office 365 and Microsoft Intune or Microsoft Enterprise Mobility and Security
• Functional knowledge of Active Directory security groups
• Experience with configuring Microsoft 365 security policies
• Ability to troubleshoot issues related to Windows 10 operating systems
• Basic hardware troubleshooting skills

• Eager to learn and apply new technologies and tools to get the job done
• Strong analytical and organizational skills
• Good communications skills to be able to communicate with people to understand and comprehend underlying issues

• Microsoft Certifications: MCSA/MCSE/MS-101 Enterprise Mobility and Security
• Network configuration and management
• Fortinet firewall configuration

The IT Infrastructure Analyst is responsible for working on assigned projects and technical initiatives in an efficient/effective manner.  The IT Infrastructure Analyst must possess a high degree of technical knowledge regarding server & storage systems and associated technology tools for managing them.

The individual is expected to be able to manage and support infrastructure systems as necessary, perform troubleshooting, build new systems, and monitor data center environments.

Must have:

8-12 years’ experience in IT infrastructure management

Expertise in Dell Server Environments (Dell Hardware & Management system - Open Manage)

Expertise in VMWare (Vcentre setup and management)

Expertise in Windows server and storage

Expertise in EMC (now Dell) SAN and NAS devices

Good Linux skills (basic troubleshooting skills on Linux servers CentOS)

Good networking skills (troubleshooting skills)

Familiarity with Data Center Environmentals (Power, UPS, Cooling etc.)

Good to have:

• Experience with hyper-converged infrastructure such as Nutanix
• Experience and familiarity with Dell networking technology.
• Experience and familiarity with AWS

Cloud Platform Developer:

• 8 to 12 years of platform development experience with good knowledge on any virtualized platform (VMware ESXi, Linux KVM, Openstack, AWS, etc)
• Candidate must understand how to instantiate/provision/package VMs on cloud platforms – OVF/OVA, qcow2, etc.
• Strong in Shell and Python scripting; Knowledge of Apache Maven is plus.
• Knowledge of Ansible or Terraform will be useful
• Knowledge of Rift.io / Open source MANO / Restful APIs will be plus
• Good knowledge of Linux OS fundamentals – IPCs (sockets, shared memory, etc), multi-threading, Semaphores, IP routing, etc.
• Experience of working in an agile software development environment is critical
• Exposure to multiple aspect of product lifecycle process including requirement gathering, functional specification, design, development, testing, and maintenance.