DevOps Support Engineer (m/f/d)

ABOUT US:
ZONTAL offers the leading data platform for the life science industry. We make digital transformation a reality as we deliver game changing solutions to some of the most complex enterprises. We reduce IT overhead, enable AI/ML applications, optimize time-to-market, andincrease compliance. ZONTAL has offices in the US, Europe and Asia. Together with our integration and service partners, ZONTAL supports our customers globally, in any country and any time zone.

This position is based in Aachen (Germany) and can also be fulfilled in a remote/hybrid model.

YOUR TASKS:
ZONTAL is seeking an experienced DevOps Support Engineer to join as a member of the cloud operations team. Your primary responsibilities will include deployment of the ZONTAL platform and associated upgrades, supporting customer incident remediation (i.e. help desk + support), and providing customers with DevOps support for their ZONTAL platform and associated configurations. You are someone who thrives in a start-up environment, which means wearing different hats every day (but all in the DevOps domain, of course). You have proven hands-on experience in the AWS service stack. You bring a customer-first attitude to your work, and you aim to deliver superlative results on a consistent basis. You are proactive and love solving problems. You bring strong empathy and a calm demeanor to managing customers, along with impeccable communication skills.

YOUR KEY RESPONSIBILITIES:

• Ensure that the customer is supported proactively and reactively. Manage and resolve customer tickets in an accurate efficient manner escalating and communicating with a sense of urgency and good customer care practices.
• Support the health, stability, and performance of AWS-based production environments
• Monitor and meet/exceed customer SLAs using data and KPIs
• Participate in and support escalations, incident response, and root cause analysis (RCA/CAPA)
• Deploy, update, administer, and maintain operations of enterprise applications for a diverse, multi-disciplinary customer base.
• Manage high-impact incidents and coordinate cross-functional resolution bridges.
• Be intimately aware of customer SLAs related to services and support domains and ensure goals and progress towards achieving them are met or exceeded.
• Configure server operating system and application software parameters, perform application security hardening, integrate with infrastructure services (such as database, authentication, logging, and monitoring services), and develop scripts to automate execution of these tasks.
• Contribute to the knowledge base in a consistent, accurate manner and assist in growing and maintaining the support portal for customers.
• Collaborate with and across Agile teams to design, develop, test, implement, and support technical AWS and related solutions.
• Assist in or lead Disaster Recovery and Business Contingency Plan development and repeatable documented success.
• Participate in service desk operations and support service request and incident workflows (Levels 2 & 3)
• Collaborate to improve response/resolution times and enhance service visibility/manageability
• Act as a customer advocate across internal teams (engineering, execs, sales, support)
• Provide reporting and feedback to ensure a voice of the customer is embedded in operations
• Deep knowledge of AWS services (EC2, S3, IAM, Lambda, DynamoDB, EKS, etc.)
• Partner with architects/devs to build scalable, observable, and automated cloud platforms

YOUR BACKGROUND:

• Education and Experience
• 4+ year degree in Information Systems or equivalent work experience.
• 4+ years of experience with AWS Cloud Solutions including monitoring/observability.
• 2+ years experience with ITSM tools, implementation and practices such as ServiceNow and JIRA Service Management.
• ITIL Certification highly desired.
• Prior experience with developing in Python, Powershell, Javascript, C#, Java, etc and ability to write/execute SQL and other scripts.
• 2+ years of experience in the Life Sciences space is ideal, though not explicitly necessary. Laboratory and Clinical Data experience highly preferred.
• 1+ years of experience with configuration management solutions.
• 1+ years of experience with network/server configuration for automated software deployment
• Excellent troubleshooting skills across technology types, layers and with integrations and data issues.
• Additional Eligibility Requirements:
• Strong experience with systems, IT operations, process improvement and best practices of the same.
• ITIL Certification highly desired and expertise is mandatory.
• Comfort with frequent, incremental code testing and deployment.
• Exposure to Continuous integration (CI), continuous delivery (CD), infrastructure as code, microservices, monitoring, and logging.
• Proven technical competence in areas such as: Docker, managed Kubernetes (AWS-EKS), Ansible, CI/CD with e.g., Gitlab or Jenkins, infrastructure deployment with Terraform and CloudFormation, maintenance and operation of Linux operation systems.
• Comfort with collaboration, open communication and reaching across functional borders.
• Willing and able to help define and improve lifecycle processes.
• Ability to handle difficult customer issues and situations and possess strong collaboration and conflict resolution skills.
• Adherence to policies, procedures and documentation standards.
• Excellent verbal and written communication skills with an ability to go deep technically yet be able to deliver communications concisely and effectively to various audience levels and types. Need to have good visual presentation skills, lead with data to deliver and deliver a clear message.
• Located in Germany

HOW TO APPLY:
Send us your résumé with salary expectations and desired start date via LinkedIn. If you have any questions upfront, please do not hesitate to contact us.
We are looking forward to your application!