Support and Monitoring Analyst

Publicada 9 de Julio

Are you passionate about cloud infrastructure and looking to be part of a dynamic team? At uCloud, we are looking for a Cloud Support & SysOps Analyst to join our global operations and monitoring team.

As part of your role, you will be responsible for:


  • Critical Monitoring & Operations: Ensure the availability and performance of cloud infrastructure by strictly following and executing documented processes (Runbooks/Playbooks).
  • Immediate Incident Response: Act with agility and dynamism in response to critical monitoring alerts and urgent infrastructure technical support requests.
  • GCP Environment Support: Provide operational support for core services such as Compute Engine, Google Kubernetes Engine (GKE), Identity and Access Management (IAM), and storage administration in Google Cloud Storage.
  • Continuous Improvement & Automation: Adopt a proactive approach to suggest improvements to the technical environment, optimize observability dashboards, and propose automations for repetitive tasks.
  • User & Workspace Support: Administer the Google Admin console and associated corporate tools to resolve incidents with a strong focus on User Experience (UX).
  • Operational Management (ITSM): Register, classify, and document the lifecycle of incidents and requests using Jira Service Manager.


Requisitos mínimos


  • Cloud Computing: Strong hands-on experience with Google Cloud Platform (GCP).
  • Cost Estimation: Ability to create budgets and projections using the Google Cloud Pricing Calculator.
  • Infrastructure & Log Analysis: Ability to perform cloud infrastructure and log analysis using native Google tools.
  • Monitoring & Observability: Consolidated experience with Zabbix and GCP tools: Google Cloud Monitoring (including implementing alert policies), configuring Uptime Checks, and advanced analysis via Logs Explorer.
  • GCP Infrastructure & Storage: Experience with VM instances (Compute Engine), GKE (Google Kubernetes Engine), permission management (IAM), database infrastructure support (Cloud SQL — without internal administration focus), and Bucket management in Google Cloud Storage (understanding classes such as Standard, Nearline, Coldline, and Archive).
  • Google Workspace Ecosystem: Operational mastery of corporate tools (Gmail, Chat, Calendar, Meet, Sheets, Docs, etc.) and experience with Google Admin to provide technical support to users, alongside daily work usage.
  • ITSM Tools: Day-to-day experience using Jira Service Manager (Atlassian Suite) or a similar tool.
  • Customer Service: Previous experience in technical support focused on User Experience (UX) and agile problem-solving.


Desirable & Differential Requirements
  • Infrastructure as Code & CLI: Desirable knowledge of Terraform and proficiency in using Cloud Shell.
  • FinOps & Cost Management: Experience in billing analysis and billing permission management, as well as consumption control through Budget Alerts configurations.
  • Cloud & Workspace Certifications:
  • Active Cloud Digital Leader or Google Cloud Certified - Associate Cloud Engineer certifications.
  • Certifications oriented toward Google Workspace administration (Major differential).
  • Data Analysis & Reporting: Ability to design operational reports and dashboards using Looker Studio (formerly Data Studio).
  • Security & Governance: Practical knowledge of secret management with Secret Manager and vulnerability monitoring through Security Command Center.
  • Serverless Architecture & Messaging: Knowledge or experience with deployments in Cloud Run and queue/event management with Pub/Sub.
  • Operating Systems: Technical knowledge in Linux environments (equivalent to LPIC-1 and LPIC-2 certification requirements).
  • Automation & Development: Basic knowledge of programming logic (in any scripting language) oriented toward automating daily processes.
  • Documentation & AI: Experience drafting internal technical documentation and using Artificial Intelligence tools to optimize routines.

Languages:


  • Portuguese: Native or advanced fluency (mandatory for reading, writing, and conversation in daily internal alignments).
  • English: Intermediate reading comprehension level (focus on reading and interpreting technical IT documentation).
  • Spanish: Fluid or advanced level (completely optional/desirable, considered solely as a differential for regional communication).
  • Schedule & Shift: 12-hour alternating night shift (Standard from 18:00 to 06:00).
  • Important Note: Availability for coverage/swapping with the day shift (06:00 to 19:00) up to 2 times a week is mandatory, preferably on Thursdays and Fridays.


Benefits


  • PJ Contract
  • Health Insurance