Cloud Support Engineer

1 week ago

Singapore Thought Machine Full time

Cloud Support Engineer – Thought Machine Join to apply for the Cloud Support Engineer role at Thought Machine . Thought Machine's mission is bold – to properly and permanently rid the world's banks of legacy technology. To achieve this, we have developed the foundations of modern banking through core and payments technology which run natively in the cloud. We have grown rapidly, now employing more than 550 individuals across offices in London, New York, Singapore and Sydney, and have raised more than $500 m in funding, valued at $2.7 bn. The Cloud Support Engineers are a global team operating a 24/7 shift pattern, working closely with Clients, Client Success Managers, Client Delivery Teams and Engineering. They provide world‐class support and ongoing maintenance for our clients, validating and triaging technical issues received from clients, performing initial diagnostics and engaging engineering support to resolve incidents within the agreed service levels. They also assist clients during the full lifecycle of the product from cloud infrastructure provisioning, product installation to production rollout and ongoing support, managing client communications 24x7 to proactively engage clients on identified incidents and ensuring a speedy resolution. Duties Being part of a multi‐region Cloud Support Engineer shift pattern to ensure global 24x7 client coverage. Understanding, investigating and resolving client technical queries and issues. Validating core infrastructure, platform and banking layer issues. Reviewing logs, alerts, traces to spot anomalies and progress investigations. Analysing internal and client‐hosted observability tools. Owning assigned tickets and ensuring clients are updated on the incidents' progress, timeframes and resolution plans. Working with L3 engineering support in line with agreed service levels. Collaborating with the wider engineering teams, obtaining a deep technical understanding of Vault and associated roadmap. Provisioning cloud infrastructure from

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