Cloud Operations Engineer

Responsibilities

• Participate in the On-Call rotation, as a member of the Cloud Managed Services team, and respond to incidents that impact Neo4j cloud infrastructure availability to provide the necessary support for customer cases.
• Work as a member of the Cloud Managed Services Team during business hours, with occasional off-hours scheduled work, to support and manage the Neo4j database infrastructure of the customers and handle and resolve escalations related to cloud hosted environments from customers and/or internal teams.
• Improve, document, and automate operational processes (such as deployments and upgrades) to make them as efficient as possible.
• Gather and analyze metrics from operating systems as well as Neo4j databases to assist in performance tuning and incident diagnostics.
• Document the incidents, procedures, and outcomes of customer communications. Assist in building the Cloud Managed Services knowledge base.
• Install and upgrade Neo4j infrastructure (servers, storage, databases) for our Cloud Managed Service customers.
• Troubleshoot cluster issues across multiple servers, data centers and regions, in a variety of clouds (AWS, Azure, Google Cloud), virtual, and bare metal environments.
• Collaborate and communicate effectively within Customers, Customer Success, Product Engineering, and other Neo4j teams to understand and resolve customer issues completely and expediently.
• Proactive approach to identifying problems, performance bottlenecks, and areas for improvement is necessary to succeed in this position.

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