System Development Specialist

Accountabilities:: Live Technical Support and Troubleshooting Provide real-time technical support during instructor-led training sessions, resolving lab environment issues for instructors and learners while ensuring classes can continue smoothly. Act as the primary point of contact for technical incidents affecting hands-on learning environments. Investigate, reproduce, diagnose, and resolve reported lab failures, identifying whether issues originate from infrastructure configurations, technical templates, or user actions. Escalate complex technical problems when necessary, providing clear documentation and detailed reproduction steps to facilitate resolution. Maintain a professional, patient, and solution-oriented approach when supporting instructors and learners, particularly during time-sensitive situations. Cloud Infrastructure and Lab Environment Management Build, configure, and maintain quality assurance (QA) instances of new technical labs before they are deployed in training programmes. Validate lab environments against course requirements and instructional design specifications, ensuring all exercises and configurations function as intended. Manage and troubleshoot cloud environments across AWS, Microsoft Azure, or Google Cloud Platform. Support cloud account and tenant administration, ensuring environments are properly configured and accessible. Monitor the reliability and readiness of lab infrastructure to minimise disruptions during live training sessions. Infrastructure Automation and AI-Assisted Development Contribute to the transition from manual infrastructure provisioning towards Infrastructure as Code (IaC). Develop, maintain, and test infrastructure templates using technologies such as AWS CloudFormation, Azure ARM templates, Bicep, or Google Cloud Deployment Manager. Leverage AI-powered coding assistants, including Claude, ChatGPT, Gemini, and Microsoft 365 Copilot, to accelerate template development, debugging, testing, and technical documentation. Apply AI-assisted development practices as part of daily technical workflows while maintaining high standards of quality, reliability, and security. Use version control systems to manage infrastructure code, track changes, and support collaborative development. Cross-Functional Collaboration and Documentation Collaborate closely with courseware designers, QA specialists, and lab engineering teams to take technical learning environments from initial development through classroom delivery. Coordinate with relevant stakeholders to identify recurring issues and implement long-term solutions. Document common technical failures, troubleshooting procedures, and resolutions to prevent repeated incidents. Maintain clear and accessible technical documentation to support knowledge sharing and operational consistency. Report to the Tech Delivery and Operations Excellence Manager and support training programmes across time zones outside the Americas. Requirements: Technical Experience and Cloud Expertise At least 3 years of professional experience in technical operations, infrastructure engineering, or DevOps. At least 3 years of hands-on experience implementing Infrastructure as Code using AWS CloudFormation, Azure Resource Manager (ARM), Azure Bicep, or Google Cloud Deployment Manager. At least 3 years of practical experience working with AWS, Microsoft Azure, or Google Cloud Platform, including cloud tenant or account administration. Strong understanding of cloud infrastructure, environment configuration, resource provisioning, and technical troubleshooting. Experience building, maintaining, and validating technical environments, preferably for hands-on training or development purposes. At least 3 years of experience using version control systems and tools such as Git. At least 1 year of professional experience using AI coding assistants, such as Claude, ChatGPT, Gemini, or Microsoft 365 Copilot, for production-related technical work. Technical Support and Problem-Solving Skills At least 3 years of experience providing technical support to instructors, students, customers, or other users in live or time-sensitive environments. Proven ability to diagnose and resolve infrastructure and environment-related issues efficiently. Strong analytical and troubleshooting skills, with the ability to distinguish between configuration problems, technical defects, and user-related errors. Ability to manage multiple support requests and prioritise incidents according to urgency and business impact. A customer-focused approach, with patience, empathy, and a strong commitment to delivering effective technical assistance. Communication and Collaboration Skills Professional working proficiency in written and spoken English. Excellent written communication skills, particularly when documenting technical issues, sharing troubleshooting steps, and collaborating with distributed teams. Ability to communicate effectively with people across different time zones and cultural backgrounds. Strong teamwork and collaboration skills, with the ability to work alongside technical, operational, and educational stakeholders. A proactive and self-directed approach, with the ability to learn unfamiliar tools, investigate undocumented systems, and work independently. Comfortable adapting to changing priorities and resolving unexpected technical challenges in fast-paced environments. Education Bachelor's degree or equivalent professional experience, with a minimum of 12 years of combined education and work experience, as specified in the original qualification criteria. Candidates holding an Associate's degree must have at least 6 years of professional work experience. Benefits: Remote working: Fully remote position based in India, offering flexibility in your working environment. International exposure: Opportunity to support instructor-led training programmes and learners across multiple global markets and time zones. Technical development: Hands-on experience with leading cloud platforms, infrastructure automation, and modern DevOps technologies. AI-powered innovation: Opportunities to integrate AI coding assistants into everyday development, troubleshooting, and documentation workflows. Professional growth: Develop expertise across cloud infrastructure, technical operations, Infrastructure as Code, and automation. Cross-functional collaboration: Work alongside specialists in lab engineering, quality assurance, course design, and technical operations. Meaningful contribution: Help ensure reliable technical learning environments that support learners in developing valuable digital and technology skills. Continuous learning: Exposure to evolving cloud technologies, new development tools, and innovative approaches to technical support. Global teamwork: Collaborate with diverse colleagues and contribute to learning initiatives serving international audiences.