Entreprise
For one of our projects, we're hiring a SOC Support Agent (H/F).
Poste
- Maintain a strong focus on customer satisfaction as a core objective in daily activities.
- Foster collaboration and improve efficiency by understanding interdepartmental and operational processes.
- Apply the incident escalation process to ensure timely resolution of issues within agreed timelines.
- Conduct initial assessments of escalated incidents to determine their nature and severity.
- Utilize designated tools and platforms to monitor systems, networks, and applications effectively.
- Take full responsibility for incidents, ensuring their resolution in compliance with agreed SLOs/SLAs.
- Proactively identify and escalate potential issues or anomalies to minimize service disruptions.
- Participate in on-call rotations to promptly address and resolve incidents.
- Monitor system performance and implement proactive measures to prevent user impact.
- Develop and maintain accurate and up-to-date technical documentation for training and reference.
- Facilitate clear and precise communication across departments and with customers.
- Share knowledge and expertise to support the Operations Team's continuous improvement.
Profile recherché
- Bachelor’s degree in computer sciences with at least 1 years of experience in a similar role
- Strong proficiency in scripting languages (e.g., Python, Shell) for automation.
- Experience in incident management, from identification to resolution, respecting SLO/SLA.
- Understanding of networking, security, and system architecture.
- Excellent communication and collaboration skills.
- Considerable analytical and problem-solving abilities
- Knowledge (AWS (Amazon Web Service), OVH cloud) and container related technologie (Kubernetes, Containerd, Docker) is an asset
- Experience with Linux operating system.
- Understanding of networks, security, and system architecture.
- Clear understanding of SLIs, SLOs, and SLAs ensuring service reliability.
- Familiar with monitoring and log tools (such as: Prometheus, Thanos, Grafana, ELK stack)
- Proficiency in using ticketing tools (e.g.: Jira) for efficient tasks, incident tracking and resolution.
- Knowledge of SQL, with additional expertise in PHP (an asset), and Java languages.
