Senior Cloud Support Engineer

Munich Re Automation Solutions (MRAS) is a Dublin headquartered multinational fintech software company which is part of the global MunichRe group, a leader in insurance with revenues of $49 billion in 2017. 
As a dedicated software product and service provider, MRAS specialises in providing leading edge technology solutions, delivering advanced risk underwriting platforms to our clients across EMEA, AsiaPac and North America.   
We are looking for a Senior Cloud Support Engineer to join the Service Delivery team. This role will work collaboratively within the Service Delivery team and with the Cloud Platform team serving our customers and project teams. The successful candidate will be involved in building and maintaining a technically challenging global service design, deployments, and management across our cloud platform. This role will allow the successful candidate to work on Azure on a fully cloud native tech stack. 

You will be an Engineer with experience in cloud, automation, and reliability. Day to day you will be deploying, automating, maintaining, troubleshooting, and monitoring multiple products across Azure and AWS.  You will ensure that SLAs and SLOs are met and will ensure releases to production meet the platform engineering’s team standards.  The role requires you to have hands-on technical experience and a can-do approach. The ideal candidate is a highly motivated and experienced technical professional with a passion for customer success, a deep understanding of cloud technologies

Core Responsibilities:
•    Customer Support: Provide exceptional technical support to customers via Jira, meeting SLAs and maintaining high CSAT (95%+).
•    Deploying, automating, maintaining, and managing cloud-based systems, to ensure the availability, performance, scalability, and security of productions systems.
•    Creating release pipelines using tooling such as Azure Devops
•    Build, release, and configuration management of cloud systems
•    Configuring and responding to alerts to ensure customers SLAs are met. 
•    Global Teamwork: Adhere to global team collaboration and handoff processes for ticketing and on-call procedures.
•    Monitoring performance, capacity, availability, and resilience
•    Managing patching, upgrades, and configuration changes
•    Acting as an escalation point for complex infrastructure issues
•    Supporting ITIL-based incident, problem, and change processes
•    Driving automation, optimisation, and continuous improvement
•    Collaborate with cross-functional teams to deliver high-quality technical solutions
•    Building infrastructure as code in Terraform. 
•    Creating and maintaining flexible and robust automated build and deployment solutions
•    Automate health monitoring of the production and test systems
•    Integrate automation with operational requirements
•    Implement monitoring, logging, observability into the platform.
•    Investigating performance degradation and resolving issues

Skills Desired
•    5+ years' experience in Cloud infrastructure or technical operations
•    Experience maintaining 24x7 uptime cloud environment, including automation experience.
•    Experience with Cloud infrastructure & cloud native software design
•    Experience with Azure platform services such as Azure App Service, Azure Front door & Azure Cosmos DB. 
•    Experience with AWS tools and services
•    Customer Support Experience: 5+ years of experience in a customer support role, ideally within cloud, storage, or networking environments.
•    Monitoring Tools: Experience with system monitoring tools such as Azure Monitor. 
•    Problem Solving: Ability to analyse and resolve complex infrastructure and application deployment issues
•    Demonstrated commitment to ongoing learning
•    Capability to react to failures and resolve them with composure and robust, repeatable practices, including active participation in our 24/7 production support processes.
•    Familiarity with CI/CD tooling such as Azure DevOps 
•    Identity & access management (RBAC, managed identities)
•    Secure-by-default platform design
•    Vulnerability management beyond patching

Other core traits we look for
You will be a professional with a strong commitment to high quality, and a passion for learning new skills. You will be a gifted trouble-shooter who can think on their feet and who genuinely enjoys problem-solving, from applications all the way down to infrastructure.
You will be detail-oriented individual with the ability to rapidly learn new concepts and technologies, able to reference strong problem-solving skills, including providing simple solutions to complex situations.
You will have strong abilities to communicate and collaborate effectively in a geographically disperse working environment. 
You will Provide technical leadership and mentoring to other engineers, supporting skill development, knowledge sharing, and adoption of platform standards and best practices.  
This role offers and the right candidate an excellent opportunity to broaden their technical skills and work on technologies which are cutting edge within the industry