Cloud Operations Engineer

📋 Description

• • As a Cloud Operations Engineer at Neo4j, you will be a critical member of the Cloud Managed Services team, playing a pivotal role in ensuring the seamless operation and high availability of Neo4j's graph intelligence platform for our global customer base. This remote position, based in India, offers the opportunity to work with cutting-edge graph database technology and contribute directly to customer success in diverse cloud environments.
• • Your primary responsibility will be to maintain and monitor the health and performance of customer Neo4j database environments, adopting a holistic approach to maximize application and infrastructure uptime. This involves a deep understanding of server and database technical issues, with a strong emphasis on proactive problem-solving and rapid incident response.
• • You will actively participate in an on-call rotation, providing essential support for customer cases and responding to incidents that impact Neo4j cloud infrastructure availability. This ensures that our customers receive timely and effective assistance, minimizing any disruption to their critical operations.
• • During business hours, you will collaborate closely with the Cloud Managed Services Team to support and manage Neo4j database infrastructure. This includes handling and resolving escalations related to cloud-hosted environments, whether they originate from customers or internal teams, ensuring a consistent and high-quality service experience.
• • A key aspect of this role is the continuous improvement and automation of operational processes. You will be tasked with documenting, refining, and automating tasks such as deployments and upgrades to enhance efficiency and reliability across the managed service offerings.
• • You will be responsible for gathering and analyzing metrics from both operating systems and Neo4j databases. This data-driven approach is crucial for performance tuning, identifying potential bottlenecks, and diagnosing incidents effectively, ensuring optimal performance for our customers.
• • Accurate and comprehensive documentation is vital. You will document incidents, procedures, and the outcomes of customer communications, contributing to the growth and enrichment of the Cloud Managed Services knowledge base. This shared knowledge base empowers the entire team and improves our collective ability to serve customers.
• • The role involves the installation and upgrading of Neo4j infrastructure, including servers, storage, and databases, for our Cloud Managed Service customers. This requires a meticulous approach to ensure smooth transitions and minimal impact on live environments.
• • You will troubleshoot complex cluster issues that may span multiple servers, data centers, and regions. This requires adaptability and expertise in various cloud platforms such as AWS, Azure, and Google Cloud, as well as virtual and bare metal environments.
• • Effective collaboration and communication are paramount. You will work closely with customers, Customer Success teams, Product Engineering, and other internal Neo4j departments to gain a thorough understanding of customer issues and to resolve them completely and expediently.
• • A proactive mindset is essential for success in this position. You will be expected to identify potential problems, performance bottlenecks, and areas for improvement before they impact customers, demonstrating a commitment to continuous service enhancement.
• • By joining Neo4j, you become part of a leading graph intelligence platform company that is transforming data into knowledge for the next generation of intelligent applications and AI systems. You will contribute to a company that is disrupting how organizations leverage their data, with a strong community and a proven product/market fit.
• • This role is ideal for an individual with strong technical acumen who thrives on solving complex problems and enjoys direct collaboration with customers, contributing to their success with Neo4j technology.