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DevOps Cloud Infrastructure & 3rd Line Tech Support Engineer Full Time

at AccessPay Manchester in Manchester (Published at 29-07-2021)

Salary: £40,000 ? £50,000 (dependent on experience)
Overview: Main duties involve providing Level 3 technical support and general administration for our online payments service application and its cloud based platform infrastructure.This will include managing customer incidents escalated from the L2 team, proactive maintenance and management, driving the continual improvement of the technology stack and building tools/knowledge transfer to allow greater resolution of incidents at L1 and L2.


Key Responsibilities


  • Designing secure and robust cloud based networks and infrastructure for production, testing and development environments with IaC methods using Terraform.

  • Perform regular vulnerability testing and patch infrastructure as required to maintain security compliance.

  • Plan and perform regular disaster recovery testing.
    • Maintain and manage deployment configurations using Octopus Deploy.

  • Develop and maintain Powershell scripts to perform routine maintenance tasks.

  • Troubleshoot complex technical issues within our payment application suite and its underlying cloud infrastructure, including diagnosing payment flows with interfaces to third party banks and other financial institutions.

  • Respond to any 2nd line support escalations and resolve as quickly as possible in line with customer Service Level Agreements, and our standard Incident Management processes

  • Ensure all issues are properly logged and maintain incident ticket discipline

  • Undertake on call out of hours support and incident escalation duties

  • Engage with customers and partners at banks and payment network providers to manage connecting applications, systems and other infrastructure

  • Manage proactive maintenance tasks including patching, firmware upgrades, capacity management and performance monitoring

  • Support changes to the infrastructure, including releases and proactive maintenance, in line with our Change Control procedures

  • Analyse requirements and develop tools and knowledge transfer to allow greater resolution of incidents at L1 and L2

  • Proactively document technical knowledge and procedures for colleagues and participate in sharing knowledge with colleagues

  • Enforcing established IT security procedures in line with the company ISMS


Required Skills & Experience:


  • Minimum 2 years hands on knowledge and experience of GCP and/or AWS core services

  • Experience of Infrastructure as Code ideally using Terraform

  • Have experience of maintaining firewall, WAF, load balancer, routing, DNS, certificate management, IIS, VPN, IPS/IDS and Active Directory technologies in a cloud environment.

  • Relevant 3rd line experience of supporting b2b web-based applications and hosting infrastructure in a Continuous Integration / Continuous Delivery environment

  • Windows (2012R2+) server administration and basic MS-SQL database administration

  • Application performance investigations

  • Personable, friendly and enthusiastic team worker

  • Proficient in scripting with PowerShell

  • The ideal candidate should have relevant experience of providing technical service support for a SaaS provider.

  • Experience supporting web-based applications and their cloud based infrastructure, ideally using Infrastructure as Code (IaC) technologies.

  • Excellent communication (written and oral) and interpersonal skills, be a quick self-learner and an enthusiastic team member with a friendly empathetic attitude.


Desirable Experience:


  • Linux and open-source software knowledge

  • Containers (Kubernetes/Docker)

  • Previous development experience (.Net, .Net Core, Java, Javascript)


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