Cloud Support Engineer

Department: Service Operations

Employment Type: Permanent - Full Time

Location: Pune, India

Description

ParentPay Group is Europe’s leading software product company and the UK’s largest education technology business. We are on a mission to bring next-generation innovation to positively impact on the lives of millions of parents, teachers, and students every day in over 49 countries.

Our market leading products use cutting edge cloud-based technology to streamline school processes, including secure web and mobile apps that enable secure online payments for school items such as meals, trips, clubs and uniform, improve parental engagement, simplify meal management and - through our product SIMS - collect and manage a database of student information and core school operations.

ParentPay Group’s new offices in Pune are a fantastic tech hub for those looking to boost their careers in software product development.

Our bright team FastTrack their career with international exposure and ways of working based on agile development best practices from globally renowned technology consultancies.

Key Responsibilities

Ensure daily tasks and activities have successfully completed. Where this is not the case, recovery and remediation steps will be undertaken.

• Manage the patching and upgrade activities in support of ParentPay compliance programs. These being PCI DSS, ISO27001 and Cyber Essentials+.
• Ensure requests from the ServiceNow work queue that have been allocated to your relevant resolver group have been successfully actioned. These include incidents, problems, changes and service requests.
• Define the alerts and events that should be detected by the monitoring systems that ensure proactive management of a components health.
• Create and maintain support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.
• Work with colleagues to identify and champion the automation of all manual interventions undertaken within the team.
• Attend and complete all mandatory training courses.
• Engage and own the transition of new services into Service Operations.
• Participate in the out of hours on call support rota.
• Be the subject matter expert and represent your technical domain in meetings and forums.