Cloud DevOps Engineer

Job Number: R0237437 Overview Cloud DevOps Engineer – The Opportunity: Would you like to implement innovative cloud computing solutions while directly supporting customers and helping them solve complex technical problems? This role focuses on engineering and operating Booz Allen's advanced cloud computing infrastructure while delivering responsive and professional technical support to customers, including U.S. government agencies. The team seeks a highly skilled cloud developer who combines strong development capabilities with excellent customer support. You should have a passion for building operational excellence, be adept at troubleshooting complex system solutions, understand Linux and Windows operating systems, networking fundamentals, and multiple AWS or Azure services, and be able to simplify PaaS infrastructure concepts for customers while ensuring a superior tenant experience. As a member of the team, you will serve as a technical point of contact, conduct troubleshooting sessions, and provide timely resolutions to technical issues. You will balance proactive development work with reactive customer support, identify root causes, troubleshoot and fix issues, and build monitoring capabilities to investigate anomalies. You will also create and maintain technical documentation, runbooks, and knowledge base articles to help customers and improve team efficiency. This role requires a balance of independent development work and collaborative customer support in a fast-paced environment where customer satisfaction is a top priority. Flexibility is needed to handle urgent customer issues while maintaining progress on development projects. Due to the nature of work performed within this facility, U.S. citizenship is required. Responsibilities Contribute to automation and infrastructure improvements based on customer feedback and support patterns. Implement automation and IaC practices to streamline deployments, provisioning, and configuration management. Evaluate and recommend cloud services, tools, and technologies to improve efficiency and enhance system capabilities. Develop and maintain cloud infrastructure solutions using AWS, Azure, or GCP services. Respond to customer support tickets and technical inquiries within defined SLAs. Troubleshoot and resolve customer-reported issues, from simple configuration problems to complex system failures. Collaborate with customers to understand their requirements and provide technical guidance. Create and maintain technical documentation, runbooks, and knowledge base articles. Monitor system health and proactively identify potential issues before they impact customers. Participate in on-call rotation for critical customer support escalations. You Have 3+ years of experience with Python, and leveraging multiple services and building complex solutions with AWS or Azure 2+ years of experience in customer-facing technical support or customer success roles Experience with AWS or Azure services, Git, and IT systems engineering or administration, including Linux and Windows Experience implementing automation and IaC practices to streamline deployments, provisioning, and configuration management Experience evaluating and recommending cloud services, tools, and technologies to improve efficiency and enhance system capabilities, documenting solutions, creating knowledge base articles, and maintaining customer-facing documentation Experience with incident management, escalation procedures, SLA adherence, and customer support tools, including ticketing systems such as ServiceNow, Zendesk, or Jira Service Management Knowledge of multi-account or multi-tenant architecture Ability to manage multiple customer support cases simultaneously while maintaining high service quality, explain technical concepts to both technical and non-technical stakeholders, and remain calm and professional under pressure Bachelor's degree Certified AWS Solutions Architect or DevOps Engineer Certification Nice If You Have Experience writing in IaC tools such as AWS CloudFormation or Terraform Experience with NIST standards, CI/CD, Agile or Scrum frameworks and practices, and containerization technologies such as Docker Experience with customer support metrics and KPIs, including response time, resolution time, and customer satisfaction Experience with remote support tools, screen-sharing platforms, customer onboarding, and technical enablement Experience creating and delivering technical training or documentation for end users Knowledge of ITIL or similar IT service management frameworks Knowledge of Confluence, Jira, and Microsoft Office Suite Strong verbal and written communication skills Strong problem-solving skills ITIL Foundation and Certified AWS Security or Advanced Networking Specialty Certification Compensation At Booz Allen, we celebrate your contributions, provide opportunities and choices, and support total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and alignment with our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen\'s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings. Learn more about our total benefits on the Careers site. Salary at Booz Allen is determined by location, education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $86,800.00 to $198,000.00 (annualized USD). This posting will close within 90 days from the Posting Date. Identity Statement As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud. Candidate AI Usage Policy AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. The use of artificial intelligence (AI) or other tools to assist with responses during interviews is prohibited unless permission is explicitly provided. Work Model Our people-first culture prioritizes collaboration, whether in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings. Remote : If listed as remote, there may still be occasions to work in person at a Booz Allen or customer facility. Hybrid : If listed as hybrid, you may be required to work from a Booz Allen facility frequently, and may need to visit a customer facility. Onsite : If listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, collaborating with colleagues and customers as required. Commitment to Non-Discrimination All qualified applicants will receive consideration for employment without regard to disability, veteran status, or any other status protected by applicable law. #J-18808-Ljbffr