Cloud Engineer III

11:11 Systems is seeking an experienced Cloud Engineer L3 to support and guarantee a positive post-implementation experience for its clients. The role focuses on optimizing, implementing, and maintaining cloud-based systems, resolving customer problems, managing escalations, and driving customer success through strong service and relationship management.

Responsibilities:

• Deliver support services (phone and email) to meet 11:11 Systems’ Service Level commitments to customers
• Triage incoming support tickets for 11:11 Systems’ Enterprise Cloud Infrastructure and Disaster Recovery customers
• Act as an escalation point for Cloud Support Engineers (L1/L2) to resolve customer problems, including participation in an on-call after hours rotation
• Escalate and work alongside teams within 11:11 Systems, e.g. Operations, Development etc
• Practice extreme ownership of incident ticket(s) within area of responsibility
• Follow 11:11 Systems’ best practices for service management
• Deliver superior customer service while maintaining professional relationships
• Own ticket escalations and ensure that it is followed on a consistent basis
• Ensure that support-related incidents and problems are mitigated
• Collaborate with vendors for support needs
• Ensure all escalated customer tickets are addressed and escalated to vendor support as needed in a timely manner
• Manage ticketing systems
• Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values
• Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies
• Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements
• Additional duties as assigned

Requirements:

• 4+ years recent experience as a technical, hands-on, enterprise VMware / Veeam administrator
• Extensive knowledge and experience using VMware management tools (vCenter, vCloud Director, VMware Configuration Manager)
• Working experience managing scalable, highly available, mission critical virtualized VMware infrastructures
• Experience should include implementing and managing multiple virtual environments
• Solid understanding of and experience with virtualization technologies, such as VMware, OpenStack, AWS, etc
• Understanding of cloud-based infrastructure services, such as BaaS, IaaS and DRaaS
• 4+ years of experience as a technical support representative with extensive hands-on troubleshooting
• Excellent communicator, high energy, positive attitude, aptitude for professional growth
• Must be detail and goal-oriented with demonstrated technical knowledge and consultative skills
• Ability to pursue positive outcomes for assigned tasks independently
• Must be legally eligible to work in assigned region without visa sponsorship
• To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions