Job Description for Advertising Purposes
Join our Cloud Consultant Talent Community! PTC is not currently hiring for this role; however, we are always looking for talented people globally! As a Cloud Services Consultant, you will deploy PTC Cloud Services portfolio solutions and provide proactive maintenance, administration and support.
Summary
PTC Cloud Incident Engineer ensures uptime and availability of the PTC Cloud Services portfolio across all PTC solutions, by leveraging foundational troubleshooting techniques and frameworks to identify and resolve incidents. An Incident engineer plays key role in ensuring PTC Cloud meets its SLA for issues reported by customers or detected by PTC internal monitors.
Engineer is responsible for focusing on quick and immediate incident resolution.
Responsibilities
Engineer has a customer facing role to play and is key to addressing customer issuesConsumes Incidents reported by customers of internal teams, and reacts in order to keep the environment running optimallyMonitors the Incident queue and ensures that all incidents are responded to and resolved as per the defined SLAMonitor aging incidents in the queue to make sure that customer SLA's are not breachedSubmits new incidents in ITSM platform to get additional expertise (Infra, DBA, Network) for Incidents that need further actions for troubleshootingEscalates issues to Senior team members in Cloud, that need more technical troubleshooting skillsWork in 24x7 environment
Required Skills and Experience:4 years Bachelors Degree or equivalent in Engineering / Computer Science 1-3 years experience Experience with following technologies is requiredMust haveStrong command line Linux SkillsAwareness/Experience of Public Cloud like Azure or AWSStrong diagnostic and Troubleshooting SkillsAwareness/Experience using a Ticketing System like Salesforce or Service Now Good understanding of web technologies like Apache and JBOSS Experience with a scripting language like Python or PerlExperience with basic JAVA, PHPGood to haveAwareness/Experience with Catchpoint, Zabbix, Icinga monitoring software or something comparableAwareness/experience of IoT Platform - ThingworxAbility to logically prioritize tasks and schedule work accordinglyAbility to Interact with customers of any designation.Ability to meet deadlines and work well under pressureStrong motivation to learn new technologiesAble to work and contribute to a team environmentFlexible, detail oriented and organized with the ability to multitask and work independently Excellent written and spoken communication skills
