Cloud Operations Support Analyst - Jobs in Toronto

Job Description

Who We Are At Limelight, we are on a mission to modernize how companies collect and analyze their data while providing an exceptional customer experience. Our platform, Limelight is transforming spreadsheets into a real-time, collaborative financial planning and analysis workspace. As leaders in innovation, we are experiencing exceptional growth and are looking to expand with professionals who are customer-centric and team-oriented. The Opportunity Our team is looking for a Senior Cloud Operations Support Analyst who will be responsible for providing Technical Support services for Limelight SaaS Product, Product Cloud Infrastructure, and Internal stakeholders. You will act as the as subject matter experts in these areas. You will be working in mixed Windows and Linux environments within AWS Cloud and on-premise networks.In this role, the Senior Cloud Operations Support Analyst will interact with Limelight clients and internal team members on daily basis. What our Senior Cloud Operations Support Analyst will do: Customer Focus

• Demonstrate a passion for customer service, ownership of the customer experience, and determination to deliver a comprehensive resolution 
• Obsess over the customer experience and constantly strive to exceed their expectations 
• Communicate clearly and effectively, both written and verbal (in required language) 
• Tailor communication and style to differing audiences and read verbal and non-verbal cues 
• Multi-task and prioritize to meet the required service level KPIs
• Approach problems with flexibility and adapt your approach without compromising the outcome

Technical Focus

• Administer Window Server and Linux production servers
• Take ownership of inbound support tickets and provide initial technical assistance
• Analyze various application and system logs
• Create and troubleshoot Bash scripts
• Create and troubleshoot SQL scripts and work with SQL Server Agent tasks
• Solve network connectivity and firewall issues within AWS Cloud environment
• Create and manage user access via Active Directory and AWS Identity services
• Manage database backup/restore tasks
• Write and maintain various technical documents
• Monitor various systems and timely act on any performance notifications
• Assist internal stakeholders with IT related support needs

What you bring:

• 3+ years of customer care experience in a technical support role
• 3+ years of hands-on experience working with relational databases (SQL Server, PosgreSQL)
• AWS Certification and 3+ years practical experience working in AWS Cloud environment
• 3+ years of practical experience working with Windows Server and Linux operating systems
• 3+ of practical experience working with system automation tools like Ansible, Chef
• Write and maintain scripts using Bash, PowerShell, and other scripting languages to automate cloud operations tasks such as backups, server maintenance, and application deployments.
• Working knowledge of any modern ticketing system
• Analytical skills to make smart decisions and solve complex technical issues in a fast-paced work environment 
• A performance mindset - you’re motivated by results and self-improvement. 
• A deep curiosity for understanding technology and a passion for continuous knowledge
• A strong sense of professionalism exhibited by staying calm under pressure 
• The ability to multitask and champion several tasks at the same time
• The ability to fast-learn and apply the new knowledge quickly
• The ability to self-manage and work independently 
• The ability to do repetitive job duties, but an eagerness to take on more when needed
• Eagerness to receive feedback, embrace coaching, and demonstrate changes as a result

Nice to have’s

• ITIL Certification
• Microsoft Analysis Services, Integration Services, and Visual Studio
• Knowledge of MDX Query language
• Experience with Freshdesk, Jira, and Confluence
• Experience with SOC Type 2 Certification requirements and maintenance

  Education:

• Bachelor’s Degree or equivalent post-secondary degree in a related field

  Some reasons our team loves working here:

• We emphasize a highly collaborative environment. Everyone builds things and collaborates across departments. The best solution can come from anywhere or anyone
• We’re fierce defenders of a healthy work-life balance
• Respect, trust, and honesty. Personal and professional maturity is important to us, and we keep each other honest
• We pay competitive salaries and have a flexible vacation
• We provide great benefits: drug, dental, vision, life
• We have an amazing team that will be eager to help you succeed in your role and grow and develop in your career
• We trust ourselves and our team to do what’s right. We empower each other and don’t micromanage

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