US Infrastructure Specialist - Cloud Application Operations

An Infrastructure Specialist: Cloud Application Operations is responsible for providing 24/7 technical support for cloud-based solutions, addressing issues related to application, DevOps, middleware, security, and infrastructure. They handle Level 1.5 remediation across the fleet using a standard workflow and incident handling process. The specialist receives and records incident information, selecting appropriate actions to resolve issues and communicating the solution or action plan to the client. They are proficient in various tools and technologies, including APIs, application services, IaaS, PaaS, SaaS, microservices, containers, Kubernetes nodes, middleware components, network, security, and infrastructure. The specialist understands high-level cloud application architecture and can perform initial analysis on incidents. They manage Application ID and provide cloud elasticity by auto-scaling resources based on business requirements. They also ensure DR and manual redundancy failovers. Daily, weekly, and monthly integrated service management reports are provided across the solution. The Infrastructure Specialist works with ticketing tools like ServiceNow, IBM Control Desk & Remedy, and automation tools such as Rundeck and IBM Runbook Automation. They are familiar with ITIL processes, including Incident (including Critical Incident Management), Problem, Change management, and Integrated Service Level Management. They utilize monitoring tools like IBM APM, Dynatrace, AppDynamics, NewRelic, Runscope, Netcool OmniBus to monitor the client's environment