Somos Inc. is looking for a highly motivated individual to be a part of our dynamic team that maintains, operates, and provides L2 support across the Somos product portfolio.

The successful candidate will collaborate with the cross functional teams within Somos as well as external customers to ensure products are highly available, meet required SLAs, comply with company security standards and policies, and continually improve processes and tools to provide amazing service to both internal and external customers.

Core Responsibilities & Accountabilities

Operational support for customer facing products includes but not limited to:

Implement automated logging and monitoring
Review and triage all monitoring alarms and alerts
Analyze data to identify patterns and anomalies
Determine why and when errors occur
Provide rotational on-call coverage
Define SLAs, review and present month SLAs
Evaluate system and security patches
Schedule, and perform system and security patches
Implement and maintain Disaster Recovery (DR) runbooks
Execute annual DR test for all applicable production systems
Create, update, and maintain customized MS Power Automate (previously MS Flow)
Ensure customer-facing environments comply with Somos security policy and follows best practices
Work with customers when needed to support Help Desk and Product support.
Build basic automation for repetitive tasks in AWS using Lambda, CloudFormation, Python, Linux, etc.
FinOps implementation; AWS resources tagging, resources deployed and monitored following best practices for financial performance, resource optimization, and operational efficiency
Review and contribute to Project Plans, Architecture, Operational Policies and procedures, Change Management process, and other collaborative tasks

Service Provider Lifecycle Management Includes But Not Limited To

Track, analyze, and review Service Provider SLAs and hold Service Providers accountable
Maintain and foster long-term partnerships with core Service Provider partners and subscription and tools Service Providers for day-to-day activities as well as strategic initiatives
Maintain, update, and review Standard Operating Procedures
Maintain, update, and review software bill of materials
Actively participate in Service Provider QBRs to identify challenges, provide feedback, share insights, create action plans, and analyze and reinforce Service Provider value
Evaluate and analyze tools and subscription usage
Maintain, update, and review access controls for Service Provider tools and subscriptions
Actively review, contribute, and provide feedback for contracts and planning that involve Somos Support Operations team

Sharepoint, And Zendesk Administration Includes But Not Limited To

Maintain, review and update Zendesk categories and custom fields based on company needs
Coordinate, review, and triage Incident and trouble tickets
Coordinate, review, and schedule Change Requests tickets
Review and analyze Problem tickets, ensure identified remediation activities are completed and vendor and/or Somos processes and procedures are updated
Create/Update knowledge articles as necessary to share technical information for agent use.
Sharepoint/Teams experience a plus, since Sharepoint/Teams is the primary collaboration tool

Minimum Qualifications & Skills

Bachelor’s degree in Computer Science or a related field, or Associate in Specialized Technology (AST) degree from an accredited technical school in Information Technology or a related discipline.
1 to 2 years’ experience working in technology field related to IT and/or software development.
Familiar with processes and practices required to measure and manage production infrastructure, working in collaboration with a variety of Service Providers
Must be able to work in a 24x7 environment which may occasionally necessitate the need to work outside normal business 
On-call rotation coverage is expected.
Knowledge and experience in Cloud technologies and underlying infrastructure
AWS Cloud Practitioner preferred
Must have strong verbal and written communication skills
Familiar with collaborating with cross-functional teams
Familiar with Network engineering concepts
Familiar with Linux OS, shell scripting, Python, HTML/CSS concepts
Familiar with GIT, Java, SQLPlus, MySQL
Exposure to tracking costs in a cloud environment and identifying savings.
Familiar with Wireshark, Jira
Basic Azure knowledge
Experience with MS Flow/Power Automate is a plus
Experience with Apache, Tomcat, NGINX, and website concepts
Familiar with Sharepoint
Familiar with Infrastructure as Code concepts
Public Trust clearance is a plus
Familiar with Agile principles
Familiar with IT and SDLC Security best practices

Preferred Skills

Experience with AWS services including but not limited to EKS, EC2, API Gateway, S3, VPC, VPC EndPoint, Transit Gateways, Lambda
Experience with AWS (S3, VPC, EC2, LAMBDA, CloudWatch, EBS, EFS, Snapshots),
Experience in building webpages and be proficient in the following technologies:

JavaScript: Ability to write clean, efficient, and maintainable code

.Handlebars: Experience with templating and dynamic content rendering

.CSS: Strong skills in styling and layout to create visually appealing and responsive designs

.Somos is committed to a diverse and inclusive workforce and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of this position. Aspects of this job description may change at any time, with or without notice

.This job description is not intended as and does not create an employment contract. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law

.Employees must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Somos, Inc.

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