What You’ll Do

• Work with client IT teams and/or end users directly.
• Provide tiered support services to internal project teams and external client teams.
• Manage and support various Cloud services, including messaging, IAAS, Backups, Remote Access and other technologies.
• Escalation of client or internal issues to appropriate teams and subject matter experts.
• Reporting of client and cloud-based infrastructures, including risk analysis, uptime, overall performance, and trending metrics.
• Maintain internal documentation and abide by governance procedures and policies.
• Adhere to Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) in place.
• Assist with internal initiatives relating to infrastructure operations, including production and development infrastructures, and implementing demonstration/conceptual infrastructures for client engagements.
• Explore new product offerings that may align with existing Third Octet portfolio.
• Maintain certification and take courseware relevant to Third Octet solution offerings, cloud solutions and modern workspaces (eg., Azure, Microsoft 365, etc.).
• Maintain in-depth knowledge of the company’s and client’s strategic business plans.
• Document and develop in-depth knowledge of the client’s existing IT architecture/infrastructure and technology portfolio.
• Rotate with other team members to be on call during after hours and weekends.