AWS Support Engineer x4 : BluNova at Blue Label Telecoms

Job Purpose

This position will report into the BluNOVA Service Desk Manager and will support in the monitoring and management of BluNOVA’s AWS Lambda functions, environment and first line business support, in-line with Blue Label support policies and objectives.

Responsibilities

Core Responsibilities

• Triaging emergent issues using a ticketing system
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve issues
• Providing updates on the overall health of BluNOVA Lambda functions
• Working with cross-functional teams – both internal and external
• Following standard procedures for proper escalation of unresolved issues to the appropriate teams
• Adhering to SLAs for specific issues with respect to the severity of the issue
• Providing prompt and accurate feedback to customers and stakeholders
• Documenting knowledge and learnings for the benefit of colleagues and business continuity

Requirements

Behavioural Competencies

• Ensures Accountability
• Optimises Work Processes
• Collaborates

Skills

• Familiarity with AWS serverless infrastructure
• Ability to diagnose and troubleshoot technical issues
• Proficient with scripting and APIs
• Ability to work in a small, remote team; especially the ability to communicate clearly regarding any issues experienced on BluNOVA’s Lambdas
• Excellent problem-solving and communication skills

Education

• Matric
• Bachelor’s degree (BSc.) or Diploma in Engineering, Computer Science, Information Technology or related

Experience

• Experience in dealing with customers during problem resolution and operating efficiently under pressure
• Understanding of distributed and service-oriented architectures
• Understanding of TCP/IP networking and troubleshooting
• Proficiency with MS Office, SQL and CloudWatch