TechOps Consultant

  • Company:
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    5 days ago
  • Category:
    Customer Service

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. Maintaining information about Configuration Items required delivering Cloud ServicesEnsuring that deployed releases and the resulting services meet customer expectations, and verifies that Cloud operations is able to support the new serviceLevel 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 agreedLevel 2 Support services are requested by Level 1 Support if required for solving an incidentManaging 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.Cloud services (if not so, managed services or hosting services)Problem solving: problem definition, problem solving, measurementProject Planning, ITIL V2/V3Service NowEnglish, written and verbalService sensitive, comfortable in a stressful environmentGood communication and presentation skillsCooperative working relationships with Axway customersBonus:Knowledge of Axway solutions and organizationEDI, B2B, Webservices knowledge