Cloud Operations Engineer I

Somos is an innovative technology company that ensures that phone calls and text messages can be trusted. Consumers don’t want spammers and fraudsters to reach them through their devices, and businesses don’t want their legitimate phone calls ignored. The solution?  Developing stronger trusted digital identities. And that’s where you come in!

We are looking for team members who share our mission and have the drive and entrepreneurship to make connections safer for everyone. We believe that innovation can come from anyone who sees a need and can pose a solution. By bringing in a team of diverse talents, experiences, and perspectives, at Somos, you will be empowered to contribute in a meaningful way for the greater good of digital identities.

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.

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.