Calypso Technology and Axiom SL have merged to form a new company, Adenza.
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Division Overview
Customer Success is an integral part of Adenza's growth and success. This division's mission is to continuously enhance the Adenza Customer experience in how they consume the Adenza software and services, using a strategic customer-centric approach focused on driving customer adoption and retention. Thus, successfully differentiating Adenza from our competition and contributing to the net growth of our business while offering intense and excellent career development opportunities.
Team and Role Overview
We are looking for a Senior Cloud Support Engineer who will report directly to the Cloud Production Operations Manager. If you have the curiosity to learn new technology, enjoy traveling, love technical writing and have a deep passion for training, and thrive from building new relationships, this position may be right for you.
**Responsibilities**:
Ensure that the overall service (including people/processes/tools/infrastructure) is available, and meeting agreed service level requirements
Mentoring of Cloud Operations Analysts
Ensure that the customer and operational support environments are sized appropriately (including both increasing resources as needed and reducing resources when not in use)
Manage appropriate incidents (and problems) through to resolution, referring and escalating to other resolver groups as required
Support plans relating to security incidents (including testing), initiating actions when flagged, and ensuring liaison with other parties (internal and external) as necessary
Maintain operational run book, taking input from other teams as required
Ensure support for a culture of continuous improvement, including identifying areas for potentially improved automation and feeding back to relevant teams
Serve as a technical escalation point for critical production issues and drive escalation/resolution of problems into Support and Engineering teams
Adopt, customize, and implement industry-standard DevOps policies and DevOps procedures
Work hands-on with the system, install and configure it, and test that it meets the customer's technical and business requirements
Create and document processes and standards
Participate in DR design and tests to maintain high levels of readiness to ensure business continuity
Skills And Requirements
BS and/or MS in Computer Science or related field
At least 5+ years in a SaaS environment for a managed infrastructure or cloud-based solution
Strong knowledge of public cloud architecture (OCI, AWS)
Must have experience in DevOps (or related) or Infrastructure Support
Good interpersonal and communication skills, with an ability to communicate in non-technical terms to non-technical people
Strong experience with centralized (n-tier) and decentralized (client/server) environment models
Strong analytical skills and a familiarity with problem-solving, attention to detail and quality, and a desire for improvement
Good knowledge of system development life cycle and implementation (including dev. tools like Vcode, GIT, GITLAB, and Jenkins).
Experience with scripting languages such as Python and Unix Shell will be an advantage.
Working knowledge of Apache HTTPd, Red Hat Linux, and Windows server
Good understanding of security and network protocols, such as sFTP, VPN, HTTP(S), Kerberos, and SSH
Good understanding of Java and JVM processes, JVM tuning, JConsole, JMX, and other Java tools
Knowledge of IMB MQ and Other JMS services is a plus.
Ability to rapidly assess, analyze, and resolve complicated issues with little initial information or direction and with varying degrees of ambiguity
Familiarity with SQL and Oracle databases
A passion for providing excellent service to all internal and external customers
Ability to work in a 24/7 environment
More About Us
**Our Office**:
Adenza's Mexico office is in the Moncayo building, 6th floor, on the Paseo de la Reforma Avenue, one of the main and popular avenues in Mexico City due to its wide variety of amenities, services, restaurants, and different transportation options. Our new office is equipped with meeting rooms, own bathrooms, coffee breaks, and spaces to relax, and that makes day-to-day life easier.
**Why Apply**:
Adenza's mission to pioneer innovative technology offering efficient, accessible, transparent, fully integrated solutions is only achievable due to our outstanding workforce. The fusion of deep technical knowledge with the element of human passion, understanding, and energy is what makes Adenza's employees exceptional. At Adenza, we offer great opportunities to collaborate on challenging and relevant issues in financial services and technology. As we continue our exciting growth trajectory, we recognize how important investing in the best talent across the globe is. Are you self-driven, innovative, execution-focused, and customer-centric? If yes, we want to in