Nawy

DevOps Engineer

• Design, implement, and manage cloud infrastructure using Terraform and other IaC tools.
• Proactively monitor, troubleshoot, and optimize the performance of cloud environments to guarantee high availability and efficiency.
• Implement and maintain CI/CD pipelines for automated code deployment and infrastructure changes.
• Develop and manage the data stack, encompassing infrastructure resources, implementation, and data lake setup.
• Respond to and manage critical alerts and incidents, coordinating swift response efforts to mitigate impact and downtime.
• Perform thorough root cause analysis (RCA) for incidents to identify and address underlying issues, developing solutions that prevent future occurrences.
• Document and maintain comprehensive guides for system configurations and operational procedures, promoting knowledge sharing and operational excellence.

Senior DevOps Engineer

Support Engineer

• Serve as the first point of contact for customer inquiries via ticketing systems, phone, email, or chat.
• Troubleshoot and diagnose common technical problems such as login errors, access issues, and navigation problems.
• Follow established workflows and troubleshooting scripts to provide effective solutions in a timely manner.
• Escalate complex or unresolved issues to the Senior Technical Support Engineer for deeper investigation.
• Document and maintain records of all interactions with clear categorization and priority to build a knowledge base.
• Educate users on product features, self-service resources, and FAQs to optimize their usage of the system.
• Meet SLA targets for first response and resolution times to maintain high customer satisfaction.