k8s运维工程师

I) Job Description:

About This Job:
Tier 2 Technical Support Engineers play a key role as the front-line interface between our customer
and internal project team and operate as a second level of support after basic user-level support (L1).
Their primary responsibility is to provide customer support by resolving technical support incidents
or service requests in accordance with applicable service level agreements. This role is customer
facing and requires excellent verbal and written communication skills in English as well as the ability
to work under pressure when customers are experiencing critical (P1) incidents.
Key Responsibilities:
• Responsible for responding to, investigating and resolution of customer support tickets
within SLAs.
• Responsible for troubleshooting customer queries via 24hours duty phone call hotline.
Escalate to relevant L3 support personnel if needed.
• Effectively document investigative steps and analysis to escalate technical issues to the
Product and Engineering team (Tier 3).
• Escalate incident tickets through the incident ticketing system and hold those escalated
to accountable for responding in accordance with SLAs.
• Provide prompt, professional, and accurate communication with customers, vendors,
and colleagues. Able to explain what happened and why, whilst proposing solutions and
securing sponsorship to implement them.
• Prioritize and manage multiple open tickets at one time.
• Manage problem tickets following the standard operational flow.
• Identify new problems, defects, or abnormalities through system health checks.
• Maintain the Production platform version information, and plan release upgrade
implementation.
• Interface with customers, and prepare and submit documents related to service
requests, change requests, and new version releases.
• Maintain up-to-date troubleshooting documentation.
• Provide input towards general process improvement.
• Willingness to work nights, weekends, and/or public holidays if any P1 incident requires
prompt attention.
• Responsible for monthly SLA KPI (incident, problem), accuracy related reporting
• Preferably, basic to intermediate level technical troubleshooting knowledge of Linux and
Kubernetes.
Key Accountabilities (Effort)
• Managing customer support tickets to agreed service levels (60%)
• Assisting in collating and documenting incident root cause analysis (10%)
• Supporting project release task from internal testing till production deployment (10%)
• Regularly monitor and maintain system health (10%)
• Monthly reporting (10%)

1.1 About This Job:

• 1.1.1) Tier 2 Technical Support Engineers (L2) play a key role as the front-line interface between our customer and internal project team, and as a second level of support after basic user-level support(L1).
• 1.1.2) Their primary responsibility is to provide customer support by resolving technical support incidents or service requests in accordance with applicable service level agreements.
• 1.1.3) This role is customer facing and requires excellent verbal and written communication skills in English as well as the ability to work under pressure when customers are experiencing critical(P1) incidents

1.2 Key Respondsibility

• 1.2.1) Responcible for responding to, investigating and resolution of customer support tickets.
• 1.2.2) Responsibility for troubleshooting customer queries via 24 hours duty phone call hotline, escalate to relevant L3 support personnel if needed.
• 1.2.3) Effectively document investigative steps and analysis to escalate technical issues to the Product and Engineering team (Tier 3).
• 1.2.4) Escalate incident tickets through the incident ticketing system and hold those escalated to accountable for responding in accordance with SLAs.
• 1.2.5) Provide prompt, professional and accurate communication with customers, venders and colleagues. Able to explain what happened and why, whilse proposing solutions and securing sponsorship to implememt them.
• 1.2.6) Prioritize and manage multiple open tickets at one time.
• 1.2.7) Manage problem tickets following the standard operational flow.
• 1.2.8) Identify new problem tickets, defects, or abnormalities through system health checks.
• 1.2.9) maintain the Production platform version information, and plan release upgrade implementation.
• 1.2.10) Interface with customers, and prepare and submit documents related to service requests, change requests and new version releases.
• 1.2.11) Maintain up-to-date troubleshooting documentation.
• 1.2.12) Provide input towards general process improvement.
• 1.2.13) Willingness to work nights, weekends, and/or public holidays if any P1 incident requires prompt attention.
• 1.2.14) Responsible for monthly SLA KPI (incident, problem), accuracy related reporting.
• 1.2.15) Preferably, basic to intermediate level technical troubleshooting knowledge of Linux and Kubernets.

1.3) Key Accountabilities (Effort)

• 1.3.1) Managing cutomer support tickets to agreed service levels (60%)
• 1.3.2) Assisting in collating and documenting incident root cause analysis (10%)
• 1.3.3) Supporting project release task from internal testing till production deployment (10%)
• 1.3.4) Regularly monitor and maintain system health (10%)
• 1.3.5) Monthly reporting (10%)

II) learn video for several hours on bilibili

III) review Docker, combine kubernates & docker together,

VI) learn the kubernates on Youtube

V) find some interview questions on the CSDN or Leetcode, etc