Digital Signature Trust
Monitor in real time TRUST&SIGN Cloud services, and initiate incident management (escalate to SRE
team, and manage customer communication).
Be the first point of contact of TRUST&SIGN customers through helpdesk tool. Manage first response complying with contractual SLAs. Establish and maintain trust with the customer.
Make a first level of technical investigations for all issues observed in Monitoring/Customer incidents requests.
Fix known issues or apply workarounds, based on documented procedures.
Willing to work in 12 hours shifts (nights and weekends included), to cover 24/7 operation.
Work on continuous improvement process by analyzing recurrent incidents and designing long-term solutions and by working with SRE on monitoring improvements.
Create and update procedures documentation.
Customer satisfaction oriented, focused on problem resolution.
Team player who is also self-motivated and can also work independently.
Willing and able to learn quickly new skills and technologies.
Share skills and experience with other groups within the organization, with the aim of establishing consistency and improving quality within the company.
Proactively and promptly, identify and assist to resolve, any relevant key issues and/ or risks.
Monitoring, Basic batch programming, administration tasks and knowledge of the tools for Unix (Linux Red Hat, Solaris) and Windows operating systems.
Ability to investigate disk space/memory/load issues in command lines.
Ability to use VIM as text editor.
Needs to be able to search patterns inside files.
Needs to be able to identify running processes of a specific application.
Needs to know how to schedule cronjob tasks.
Needs to know how to transfer files between servers.
Needs to know how to check network interfaces / opened ports / active users connected on the same server etc.
Knowledge of SQL is a plus (Oracle, MongoDB and Postgres database).
Advanced level of English, knowledge in French is a plus.
University degree in the field of engineering, mathematics or computer science, or equivalent
experience including professional programming, testing or technical background.