Role Description The Service Coordinator’s purpose is to provide a positive, warm and welcoming response to all communications received from clients by phone and email. They help organize and facilitate the flow of work through the Service Department, including the managing of tickets, scheduling of on-site technical resources, monitoring of all work on each Service team, holding teams accountable for work not being completed in a timely fashion, and entering new work into the ticketing system for completion by Service. - Answer incoming calls during shift hours and coordinate support tickets while ensuring coverage and client satisfaction. - Triage tickets properly by ensuring contacts, types, subtypes, priority, resource, and detailed ticket summary, etc. are accurate. - Adherence to Standard Operating Procedures (SOPs) relating to ticket creation. - Coordinate dispatch of onsite resources as needed. - Follow procurement process with incoming equipment for service tickets. - Auditing and closure of completed tickets. - Perform follow-up when a client requests an update. - Use ConnectWise to create, review and manage service tickets for the entire Service Department. - Regular review of all current Service Department tickets. - Use internal and external knowledge bases and resources to research and resolve issues independently. - Help the team identify trends, follow up on patterns, and address gaps in ticket handling. - Complete any other tasks as assigned by ITS management. Qualifications - Strong written and verbal communication skills - Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. - At least 6 months of Customer Service Experience. - Culturally Fit. - Experience with Managed Service Providers (MSPs) is highly desirable. Requirements - A home office set up that meets the following: - Windows 11 with an Intel i5 or i7 (8th generation or newer), or - AMD Ryzen 5 or 7 (2000 series or newer), or - macOS 12 or newer. - Computer: A working computer with a minimum of 8GB RAM and one of the following: - Internet: Stable internet connection with at least 5 Mbps download and upload speeds. - Audio Equipment: A quality headset with a noise-cancellation feature for meetings. - Mobile Device: A smartphone capable of installing the Microsoft Authenticator app. - Webcam: An HD webcam for video calls. - A very strong cultural fit the ITS way (Our core values will be discussed during the interview) - Excellent command of the English language both spoken and written - Able to pass our online behavior and cognitive assessments. - Able to provide NBI Clearance (for PH applicants). Benefits - Comprehensive Health Plans / HMO (Employee & Dependent/s) - Life Insurance - Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions) - Paid Time Off (starts at 15 days per year) - Maternity/Paternity Leave - Paid US Holiday - Night Shift Bonus - Salary Advancement/Loan - Health & Wellness Program - Company-paid training and certification

• Design, provision and deploy AWS infrastructure (EC2, VPC, IAM, S3, RDS, Lambda, CloudWatch and related services) following industry best practices and organization standards. • Execute cloud migrations with minimal downtime, ensuring data integrity and application continuity across environments. • Implement Zero Trust architecture principles throughout infrastructure and systems to ensure security posture. • Configure and manage identity and access management (IAM) policies, active directory integration for role-based access controls. • Produce internal and customer facing documentation for the configuration and use of deployed systems. • Configure and manage active directory services for system, application and environment access including security and group policies within active directory. • Implement security controls and hardening measures to meet compliance requirements and organizational security standards as implemented. • Conduct security assessments of cloud resources and remediate identified vulnerabilities • Monitor system and application performance metrics using CloudWatch and other observability tools to assess, provide recommendations on and take action in order to resolve performance issues. • Perform root cause analysis on incidents and recommend corrective actions to prevent recurrence • Maintain and enhance documentation of infrastructure configurations for all environments. • Provide reports and actions taken necessary to work as a team and enable handoff of issues within and between teams. • Evaluate and make recommendations on cloud and system technologies including executing proof-of-concept and minimum viable product testing as part of program engineering efforts. • Support application migrations into infrastructure as code and cloud native approach. • Provide feedback and revision to customer-based requirements when core program direction and requirements do not align • Ability to build strong and friendly relationships with partners, stakeholders and customers to limit escalated issues. • Experience in troubleshooting, developing and deploying containerized applications and system workloads using Docker, including building optimized Docker images, managing container lifecycles and debugging container runtime issues across environments.

Role Description Zonda is looking for a passionate Senior Cloud Engineer to evolve and expand our team. Within this role you will design, build, and operate the multi-cloud platform that underpins our most critical business systems. You will be the senior technical voice on a team responsible for production workloads across Amazon Web Services (primary), Microsoft Azure, and Google Cloud Platform, partnering with software engineering and IT operations team members to deliver scalable, resilient, and cost-efficient infrastructure. This is a hands-on engineering role with significant influence over architecture, standards, and tooling. You will lead complex migrations, harden production environments, and act as a trusted technical advisor to leadership on cloud strategy. What You'll Do - Architect and implement production-grade infrastructure across AWS, Azure, and GCP, with an emphasis on automation, repeatability, and least-privilege security. - Lead the design of landing zones, account/subscription/project structures, network topology (Transit Gateway, vWAN, Shared VPC), and identity federation across all three clouds. - Support and assist in maintaining Infrastructure as Code at scale using Terraform and/or OpenTofu, with reusable modules, automated testing, and policy-as-code guardrails (OPA, Sentinel, Azure Policy, AWS SCPs, GCP Org Policy). - Design and operate Kubernetes platforms (EKS, AKS, GKE) including service mesh, ingress, autoscaling, multi-tenancy, and platform observability. - Provide support to the engineering team for the CI/CD platform — pipelines, artifact management, secret handling, deployment patterns (blue/green, canary, progressive delivery). - Implement comprehensive observability (metrics, logs, traces) using tools such as Prometheus, Grafana, Datadog, CloudWatch, Azure Monitor, and Cloud Operations Suite. - Drive cloud cost optimization through rightsizing, commitment planning (Savings Plans, Reservations, CUDs), tagging strategy, and FinOps practices. - Act as the security lead to develop best practices for identity and access (IAM, Entra ID, Cloud IAM), encryption (KMS, Key Vault, Cloud KMS), network security, secret management, and compliance evidence (SOC 2, ISO 27001, HIPAA, PCI as applicable). - Lead production incident response for cloud platform issues, conduct blameless postmortems, and drive systemic remediation. - Manage and administer troubleshooting and resolution of support and access requests for all other tickets within a Jira support queue. - Evaluate emerging cloud services and represent the team in cross-functional architecture forums. Qualifications - 8+ years of professional experience in cloud, platform, or infrastructure engineering, with at least 5 years' operating production workloads at scale. - Deep, hands-on expertise in AWS across compute (EC2, ECS, EKS, Lambda), networking (VPC, Transit Gateway, PrivateLink, Route 53), storage (S3, EBS, EFS), data (RDS, Aurora, DynamoDB), and security (IAM, KMS, GuardDuty, Security Hub, Organizations). - Minimum of 4 years developing and managing cost optimization within multiple cloud environments with a deep understanding of commitment plans. - Strong production experience with Microsoft Azure (AKS, App Service, Functions, Virtual Network, Entra ID, Key Vault, Azure Monitor, Azure Policy). - Strong production experience with Google Cloud Platform (GKE, Cloud Run, VPC/Shared VPC, IAM, Cloud KMS, BigQuery, Cloud Logging/Monitoring). - Expert proficiency with Terraform (or OpenTofu), including module design, remote state, workspace strategy, and CI integration. - Proficiency in at least one general-purpose programming language used for automation and tooling — Python and/or Go preferred; Bash is expected. - Strong Kubernetes experience: workload design, RBAC, networking (CNI, ingress, service mesh), Helm, GitOps (Argo CD or Flux), and platform-level operations. - Solid understanding of Linux internals, networking fundamentals (TCP/IP, DNS, TLS, BGP basics), and distributed systems concepts. - Demonstrated experience supporting CI/CD systems (GitHub Actions, GitLab CI, Azure DevOps, Jenkins, or similar). - Experience implementing cloud security controls and operating within compliance frameworks (SOC 2, ISO 27001, HIPAA, PCI DSS, FedRAMP, or equivalent). - Excellent written and verbal communication skills; able to translate complex technical concepts for both engineering and executive audiences. - Active or in progress senior-level certifications: AWS Solutions Architect Professional. Preferred Qualifications - Active senior-level certifications: DevOps Engineer Professional, Microsoft Certified: Azure Solutions Architect Expert, Google Professional Cloud Architect. - Experience with multi-cloud connectivity and identity federation (e.g., AWS IAM Identity Center, Entra ID federation, Workload Identity Federation). - Experience leading large-scale migrations (data center to cloud, or cross-cloud) and refactoring monoliths to cloud-native architectures. - Hands-on FinOps practice: anomaly detection, showback/chargeback, unit-cost engineering. - Familiarity with data platform components (Snowflake, Databricks, Kafka/MSK/Event Hubs/Pub-Sub) and their cloud integration patterns. - Experience with edge and hybrid services (AWS Outposts, Azure Arc, Anthos). - Prior experience as a tech lead or staff engineer. Education - Bachelor's degree in computer science, engineering, or a related field, or equivalent practical experience. Advanced degree is a plus but not required. Inclusion & Equal Opportunity Employment Zonda (formerly Hanley Wood | Meyers Research) is proud to be an Equal Opportunity Employer committed to diversity, inclusion & belonging. Here at Zonda, we are interested in every qualified candidate who is eligible to work in Canada.

• Enhance and maintain highly available, secure, and scalable AWS cloud environments and services. • Manage and prioritize tasks in the cloud infrastructure backlog to address immediate needs and plan long-term improvements. • Set up infrastructure monitoring and observability solutions, proactively addressing availability, performance or security issues. • Learn the current infrastructure and take ownership of day to day cloud operational tasks and activities. • Assess new technologies, systems, and services for production readiness, ensuring seamless and stable integration. • Prepare and maintain documentation on cloud processes, procedures, and architectures to ensure clear understanding and team-wide knowledge. • Apply AWS Well-Architected Framework principles to evaluate and optimize our current infrastructure. • Contribute in out of office hour cloud deployments once or twice a month. • Conduct POCs (proof of concepts) on new AWS services, third-party tools, and technologies to drive continuous improvement in our infrastructure.