Client Services Specialist - Senior (U.S. Citizens Only) / Platform & Cloud

Responsibilities

• Administer the PCI application suite within hosted (cloud-based) environments, monitoring application and infrastructure health using tools such as Datadog, Grafana, and ELK (Kibana), and responding to alerts related to performance, capacity, and availability
• Triage and resolve incidents across production and lower environments, including monitoring support channels/calls and prioritizing incoming requests; leverage knowledge of the PCI application suite and hosted environments to diagnose issues, guide resolution, and determine appropriate escalation
• Act as a primary point of contact for operational issues and requests, coordinating across engineering, product operations, and client-facing teams to drive resolution, support system changes, and validate system performance following deployments or maintenance
• Execute routine operational tasks to maintain system stability, including deployments, patching, failover activities, and environment refresh processes (e.g., DR/HA, gold copies)
• Support cloud-based environments in Amazon Web Services (AWS), including compute, storage, and networking components, as well as application servers and database systems (e.g., Oracle)
• Follow and contribute to operational runbooks and standard procedures to ensure consistency and reliability in system operations
• Identify opportunities to improve efficiency by reducing manual processes and contributing to automation, monitoring enhancements, and alert tuning
• Manage and update work through ticketing systems (e.g., JIRA, ServiceNow), ensuring clear documentation and adherence to SLAs

Qualifications

• 5+ years of experience in technical operations, system administration, DevOps, or related roles
• Foundational knowledge of cloud platforms, preferably Amazon Web Services (AWS)(AWS Cloud Practitioner or Solutions Architect Associate certification is a plus)
• Understanding of core infrastructure concepts, including: Compute, networking, and storage
• Linux and/or Windows system administration
• Basic scripting (e.g., Python, Bash, or PowerShell)
• Exposure to or interest in site reliability and operational best practices, including monitoring, alerting, and incident response
• Ability to troubleshoot technical issues across systems, logs, and environments using a structured, analytical approach
• Familiarity with observability and monitoring tools such as: Datadog, Grafana, ELK stack (Kibana)
• Strong problem-solving mindset with a focus on automation, efficiency, and reducing manual processes
• Ability to manage multiple tasks, incidents, and priorities in a fast-paced operational environment
• Strong communication skills, including the ability to translate technical issues for non-technical stakeholders
• Experience with ticketing systems (e.g., JIRA, ServiceNow) and structured operational workflows is a plus
• Exposure to databases (e.g., Oracle) or enterprise application environments is a plus
• Prior experience in a client-facing or support role is a plus, particularly when combined with technical troubleshooting responsibilities