Adam M.

Senior Cloud Services Engineer @Entrust

My role is to be responsible for maintaining Entrust applications such as; managed Public Key Infrastructure, Digital Signing as a Service and HSM services. These are provided to our customers as part of our Managed Services Operations, focusing on service delivery. The applications are managed from our Network Operations Centre and run in Azure, AWS, our own or partner datacenters. Responsibilities:• Provide 3rd line support for the MSO applications.• Provide monitoring of the services to ensure uptime compliance with SLAs • Liaise with customer on a regular basis providing monthly service meetings and reports. • Design, test and implement the support infrastructure and automation tools including configuration changes and firmware upgrades. • Determine, test and document new application network flows proposed in upgrades and releases. • Ensure network services will fulfil resiliency and disaster recovery requirements. • Manage activities with complete integrity and in accordance with the organisations policies, systems, practices, and programs network problems and outages; scheduling upgrades; collaborating with 3rd party support resources and fellow Cloud Service engineers to manage and optimise our network. • Proactively identify problems using available tools and monitoring. • Manage and administer the processes and vendor relationships associated with colocation facilities, hardware vendor etc. • Participate in day-to-day network operations, technical guidance and support issue resolutions, including duty pager support throughout the workday, evenings and weekends; in accordance with published Service Level Agreements. • Ensure service documentation is developed and up-to-date• Drive documentation of Standard Operating Procedure documents and ensure compliance with change control processes and adherence to compliance standards and policies