Cloud Analyst

Thought Machine is solving one of the biggest problems in banking: modernising the bank’s core technology. Our team is united around this bold mission to create technology that can run the world's banks according to the best designs and software practices of the modern age.

We believe this mission inspires our team. What we are attempting is hard, and means we need great people, working together, towards a common goal.

We have a deep culture of engineering excellence and our commitment to building great technology has brought about a seismic shift in the banking industry.

We have undergone rapid growth in the past few years - expanding our team to more than 500 individuals across five offices in London, New York, Singapore, Sydney and Melbourne (with more international offices to launch).

We're regularly cited as being a fantastic place to work - highlighted by Sifted magazine as having one of the highest Glassdoor ratings for a UK fintech - as well as having the most generous employee share package in the industry.

We've been named AltFi's B2B Fintech of the Year, placed in the FinTech50, and in the IDC list of top 100 Fintechs. We've raised more than $340m in funding, at a valuation exceeding $1bn - and have the support of some of the biggest banks in the world including JPMorgan Chase, Standard Chartered and Lloyds Banking Group. We're also proud of the work we do for innovative fintech companies such as Monese and Curve.

We pride ourselves on having an excellent internal culture, where we consider cultural fit as important as technical fit when we make new hires. At Thought Machine, we strive hard to create a fast-paced, supportive and fun working environment to enable the team to produce the best technical work in the industry.

The Cloud Analysts are a globally formed team, operating a 24/7 shift pattern working closely with our Clients, Service Managers, Delivery Teams and Engineering. Our Cloud Analysts perform the crucial task of providing world class support and ongoing maintenance for our clients.

Operating at a comprehensive technical level to validate and triage technical issues received from clients, perform initial diagnostics and engage our engineering support team to resolve incidents within the agreed service levels.

Cloud Analysts will also assist clients during the full lifecycle of the product from cloud infrastructure provisioning, product installation to production rollout and ongoing support. Our cloud analyst team build, run and own the Thought Machine hosted SaaS product.

Cloud Analysts will manage client communications 24x7 to proactively engage clients on identified incidents along with responding to client issues and ensuring a speedy resolution.

DUTIES

Being part of a multi-region Cloud Analyst shift pattern to ensure global 24x7 client coverage
Validating core infrastructure, platform and banking layer issues
Progressing incidents with engineering in line with agreed service levels
Provisioning cloud infrastructure from account creation through to production cluster management for our SaaS product
Performing major and minor product upgrades and releases for our SaaS product
Managing tickets to ensure clients are updated on progress, timeframes and resolution plans
Assisting clients with installing and configuring the product following best practises
Analysing internal and client observability tools providing proactive alerting and associated dashboards
Technically review provided logs and initial diagnosis of issues
Collaborating with engineering, obtaining a deep technical understanding of Vault and associated roadmap
Understanding, investigating and resolving client technical queries
Working with Service Managers to conduct root cause analysis on technical issues
**Requirements**:
**Essential**:
Providing technology support into financial institutions, or enterprise firms
Ability to explain technical concepts to technical and non-technical stakeholders
Experience analysing monitoring tools, generated logs and associated dashboards
Able to create utilities to analyse log dumps
Desire and ability to learn and work with engineers to resolve issues and evolve the technical aspects of Vault
Linux experience
System administration experience

**Desirable**:
**Experience writing software with the following tech stack**: Kubernetes, Docker, Go, Python, EFK (Elasticsearch, Fluentd, Kibana), Prometheus, Grafana, AWS, Google Cloud and or other Cloud Technologies
Experience in working in a fast-paced software development environment
In client-facing support, integration, implementation engineering or solution architecture roles, in B2B software product companies

**Benefits**:
Highly competitive salary
Bonus incentive
Healthcare
20 days holiday + public holidays
All the latest tech you need
A talented & experienced team as your colleagues
An environment where we encourage learning and progress