Cloud Support Engineer (Information Technology)

Company

Federal Reserve Bank of Cleveland

With minimal supervision and guidance, provide a broad range of technical support services for cloud-based applications supporting Treasury and other FRB stakeholders. Support application design, testing, and deployment, continuity and contingency planning, application monitoring, and second tier technical support.

Essential Accountabilities

• Works under moderate supervision and proficiency, using standard procedures to provide technical assistance and operational guidelines for business operations and application development to ensure applications are running optimally in production, test, and development environments
• Works directly with users, such as technicians with federal agencies, to resolve moderately complex system interface and technical issues.  Interacts with stakeholders to provide ongoing intermediate level support of applications, including application monitoring, application tuning, troubleshooting, resolution of moderately complex technical issues, and development of or support for standard maintenance procedures.
• Support enterprise-wide applications and ensure that Treasury application services are highly available, reliable, and performant through monitoring and alerting.  Works with Senior staff under minimal guidance to follow cloud operations processes, run books, and technical documentation.
• Provides rotational 24x7 on-call support as necessary by the business, with minimal assistance from Senior staff.  Assist with data analysis, capacity plans, and execution of contingency plans. Understands and can trace transaction, batch, and file processing flows.
• Collaborates with the development staff and Site Reliability Engineers to understand the software products and any enhancements that are deployed.  Provides support to system engineers and developers for server configuration settings. Following defined deployment strategy leads the migration of code through staging environments to production and aids software quality assurance technicians during system acceptance testing.
• With minimal supervision provides moderately proficient support on Treasury application services towards preventing (pro-active) as well as troubleshooting and mitigating (re-active) service availability/performance issues and works directly with users to resolve third party interfacing system technical issues.
• With minimal guidance and moderately proficiency, manage and administer the AWS cloud environment, including provisioning, configuration, performance monitoring, policy governance and security.
• Identifies key operational metrics and the data necessary to create them; Test and ensure that all infrastructure components meet proper performance and capacity standards.  With guidance from SRE team maintains dashboard, bots and other automation based on the current operational needs and current release changes.
• Provide knowledge sharing, feedback, and coaching to team members through practices such as skill development and shadow peer work.
• Performs other duties as assigned or requested

Education and Experience

• Associate degree and 5 years of related work experience OR
• Bachelor's degree and 3 years of related work experience OR
• Master's degree and 0-1 year of related work experience

Knowledge and Skills

Knowledge Areas - Intermediate

• Experienced baseline knowledge of AWS Cloud Platform technologies, infrastructure, and practices in support of Operational needs in production environments including CloudWatch, Cloud Trail, ECS, Lambda, Canaries, DynamoDB, RDS, PostgreSQL, S3, API Gateway, Elastic Load Balancer, OpenSearch, Grafana, AWS X-Ray, SQS, Fault Injection Service (AWS FIS).
• Support production operational needs using GitLab, CDK (preferred), Terraform, Grafana, OpenSearch, Docker and CI/CD pipeline and version control.
• As needed for supporting operational needs, Coding languages, such as Python, Typescript, NodeJS, .NET, Java, Infrastructure as Code, Configuration as Code, Alerts and Monitoring as Code.
• Familiar with Deployment patterns, ITIL framework, Resiliency concepts and Disaster Recovery, and Chaos Engineering.

Skill Areas - Intermediate

• Ability to communicate complex technical analysis to non-technical audiences.
• Ability to create, read and comprehend complex technical documentation.
• Requires following vaguely defined procedures. Works to document procedures on complex issues.  Decisions are consistently made within reason and affect the work group or department.
• Ability to work independently and provide feedback to other team members.

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

Yes

Job Category

Information Technology

Work Shift

First (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.

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