Sr. Cloud Support Engineer
SailPointSalary not specified
- Full Time
- Senior (5 to 8 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Information Technology and ServicesIndustries
Requirements
Candidates should possess at least 5 years of experience providing technical support in a service desk or help desk environment, preferably in a federal or high-security environment, and familiarity with incident and service request management tools such as ServiceNow, JIRA Service Desk, or Service Manager. They should also have experience troubleshooting issues in enterprise environments with technologies like AWS, Microsoft Azure, or other cloud platforms, and a basic understanding of DevOps tools and platforms including GitLab, Jenkins, Terraform, and Ansible, along with familiarity with monitoring and logging tools like Splunk.
Responsibilities
The Service Desk Support Specialist will provide Tier 1 and Tier 2 technical support to Sentinel users via ticketing systems, email, and chat, ensuring high levels of customer service and responsiveness, monitor and triage service desk tickets within SLAs, troubleshoot issues related to user access, account configuration, system performance, and application-level errors, support onboarding and access provisioning activities, respond to and resolve incidents across three operational enclaves, including after-hours support for mission-critical issues, assist in maintaining operational readiness of Sentinel environments by coordinating closely with DevOps, Infrastructure, and Security teams, provide support for audit and compliance-related requests by gathering system usage data and logs, contribute to knowledge base articles, user guides, and documentation in Confluence, and collaborate with Agile SCRUM teams to relay user-reported issues and provide input on system improvements based on user feedback, as well as support software deployment and patching cycles by helping test and validate updates in production and staging environments.
Skills
ServiceNow
JIRA Service Desk
Service Manager
AWS
Microsoft Azure
Splunk
GitLab
Jenkins
Terraform
Ansible
Confluence
Spry Methods
Provides IT and cybersecurity solutions
About Spry Methods
Spry Methods delivers IT and cybersecurity solutions primarily to enterprise and government sectors. Their services include cybersecurity management, intelligence operations, data assurance, IT infrastructure support, software development, and program management. These services work by implementing streamlined security processes and integrated IT operations to protect clients' assets and improve efficiency. Unlike many competitors, Spry Methods emphasizes high-quality service delivery, certified by ISO 9001:2015 and CMMI Level 3, which enhances their reliability. The company's goal is to transform clients' operations in the digital world, making them more secure and efficient while maintaining a strong focus on recruiting top talent to ensure effective solutions.
Key Metrics
McLean, VirginiaHeadquarters
2001Year Founded
VENTURE_UNKNOWNCompany Stage
Government & Public Sector, Enterprise Software, CybersecurityIndustries
51-200Employees