Cloud Administrator

Position Highlights

The Cloud Administrator - 3rd Level Support Engineer is responsible for managing, maintaining, and resolving escalated issues within cloud-based infrastructure and applications. 

This role requires a strong technical understanding of cloud platforms and tools, exceptional troubleshooting skills, and the ability to manage complex incidents. 

Collaborating closely with development and operations teams, the Cloud Administrator ensures the stability, reliability, and performance of systems, enabling efficient support for users and stakeholders. 

Fluency in both German (business proficiency) and English is essential for effective communication with global and regional stakeholders

Main responsibilities:

• Analyze and resolve tickets/incidents escalated from 2nd Level Support.
• Perform root cause analysis and implement solutions or workarounds.
• Conduct in-depth analysis of 2nd Level tickets using monitoring tools such as Grafana, Azure DevOps Insights, or MongoDB queries.
• Manage ticket workflows using Azure DevOps and backend systems (EMP/CPO).
• Analyze issues and problems using internal tools like EMP, Roaming UI, and CPO, preparing detailed content for resolution by the development team.
• Dispatch unresolved tickets to specialized teams and provide necessary input for fixes.
• Handle inquiries from roaming partners and CPO partners, conduct analysis, and directly engage with the respective partners.
• Perform data validation and plausibility checks for charging station data from external providers.
• Optimize and document best practices for 3rd Level Support processes.
• Transfer knowledge to 2nd Level Support and development teams to minimize recurring incidents.

Main requirements:

• Strong expertise in Microsoft Azure technologies - Azure DevOps, Azure API Management, Azure Service Bus, Azure App Services
• Proficiency in SQL and NoSQL databases (e.g., MongoDB).
• Several years of experience in 3rd Level Support and test management.
• Familiarity with Grafana is an advantage.
• Excellent documentation and knowledge-sharing abilities.
• Expertise in ITSM/ITIL frameworks and incident lifecycle management
• Proficiency in German and English
• Degree-level qualification in an IT-related field or equivalent experience.