Responsibilities
- Designing, implementing, and maintaining automation and shared tooling within Cloud Operations to drive efficiency, reliability, and scalability
- Lead event, incident, case, and problem management, as well as service-request fulfilment
- Ensure the security, latency, performance, efficiency, monitoring, emergency response, and capacity planning of IFS Cloud services
- Contribute to knowledge management (KBAs, SOPs) and utilize IFS support tools effectively
- Efficiently triage and resolve issues, escalating as necessary, and own issues to closure through collaboration with other teams
- Communicate proactively with resolver groups and customers, providing regular updates on issue resolution
- Ensure clear, concise, and timely communication tailored to the audience, following established guidelines
- Actively participate in training and mentoring, both receiving and occasionally providing guidance to junior colleagues
- Collaborate with resolver groups to identify and address knowledge/documentation gaps, contributing to continuous learning
Requirements
- Solid knowledge of IFS products, architecture, and industry solutions
- Able to independently resolve medium-complexity issues
- Solid understanding of IFS product versions, support policies, and scope
- Able to handle issues independently with occasional guidance
- Actively works toward achieving team and organizational goals
- Contributes to customer satisfaction by following SOPs, SLAs, and KPIs
