Development and Operations Engineer

Title: L1 Cloud Support Engineer 

Reports to: Technical Operations Manager 

Job Description:

• 1st Line Support for Cloud based applications (AWS, Azure, Google Cloud)

• Investigate and resolve incidents at first line to maintain application availability

• Supporting circa 100 cloud based applications

• Communicate updates with requesters and stakeholders throughout incidents via ticketing platform and instant messenger

• Participate in technical investigations and relay/update stakeholders on progress

• Able to analyze service dashboards to identify issues with services

• Able to follow written runbooks to restore service quickly and efficiently

• Knowledge of ITIL Processes including Incident Management, Request Fulfillment, Change Management 

• 24 x 7 Operation, need to be willing to operate in rotational shift patterns

• Work to contracted Service Levels - response and resolution targets

• Prioritize your workload based on priority relating to business impact 

• Effectively and efficiently escalate to other support teams when need additional support

• Escalate to senior stakeholders during Major Incidents

• Identify areas of improvement and raise them as part of continual service improvement

• Willing to share knowledge and documentation to continuously improve knowledgebase 

• Interacting with colleagues and customers across the globe 

Requirements:

• Strong written and verbal English

• At least 1 year working with a SaaS (Software as a Service) product / service

• Experience working within AWS or Azure is desired 

• Understanding of incident management, service request fulfillment 

• Experience in working in an ITSM Tool (ticketing tool such as FreshService, ServiceNow, Remedy, Salesforce, HP Service Manager)

• Willing to work rotational Shifts for 24x7 service coverage 

How to Apply: Please submit an online application for this position by clicking on the ‘Apply Now’ button located in this posting.

Posting Date

Application Deadline: Applications could be accepted until at least 30 days from the posting date.

Join a Values-Driven Team: Belong, Grow, Innovate. 

At Trimble, our core values of Belong, Grow, and Innovate aren't just words—they're the foundation of our culture. We foster an environment where you are seen, heard, and valued (Belong); where you have an opportunity to build a career and drive our collective growth (Grow); and where your innovative ideas shape the future (Innovate). We believe in empowering local teams to create impactful strategies, ensuring our global vision resonates with every individual. Become part of a team where your contributions truly matter. 

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