• TechOps Consultant

    Job ID
    2018-4984
    Category
    Services
    Job Location
    DE-BE-Berlin
  • Overview

    The cloud consultant assists in the operational support of the systems and applications used by Axway customers.

    This involves installing and configuring application software, level 1 and 2 application support, investigating customer escalations and troubleshooting technical issues. This also involves filling requests from Axway customers like setting up or modifying software components.

     

    Responsibilities

    • Maintaining information about Configuration Items required delivering Cloud Services
    • Ensuring that deployed releases and the resulting services meet customer expectations, and verifies that Cloud operations is able to support the new service
    • Level 1 Support takes over Incidents which cannot be solved immediately with the means of level 0 Support. If necessary, it will request external support, e.g. from PMD or hosting providers. The aim is to restore a failed Cloud Service as quickly as possible. Level 1 Support also processes Cloud Service Requests and keeps customers informed about their status at agreed
    • Level 2 Support services are requested by Level 1 Support if required for solving an incident
    • Managing the lifecycle of all problems. Primary objectives are to prevent incidents from happening, and to minimize the impact of incidents that cannot be prevented. To this purpose he/she maintains information about known errors and workarounds.
    • Day-to-day operational activities. Typical responsibilities include: working on incidents, customer service requests and changes, improving services, processes and environment, taking care of customers, requirements and relations.

    Qualifications

    • Cloud services (if not so, managed services or hosting services)
    • Problem solving: problem definition, problem solving, measurement
    • Project Planning, ITIL V2/V3
    • Service Now
    • English, written and verbal
    • Service sensitive, comfortable in a stressful environment
    • Good communication and presentation skills
    • Cooperative working relationships with Axway customers

    Bonus:

    • Knowledge of Axway solutions and organization
    • EDI, B2B, Webservices knowledge

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