Cloud Operations Expert

2 weeks ago

Pune, India Cloud Reach Full time

As a world-leading multi-cloud services company and go-to strategic partner for Amazon Web Services, Google Cloud and Microsoft Azure, we’re on a mission to elevate technology and people so they can reach new heights. Empowerment for growth, learning, and success is what we do for our customers and colleagues alike.

As a Cloudreacher you’ll belong to a diverse and dynamic growing global community, playing an integral role in crafting an industry at the forefront of technological transformation - All whilst having plentiful opportunities to progress in your career.

We passionately believe that innovation is something that’s embodied. Our culture is key to who we are and what we can deliver. When we look ahead, we see a bright future filled with potential

What will your role be?

Key Responsibilities
- Resource and Workload Planning - Ensure shifts are adequately resourced and workload is prioritised and distributed effectively.
- Training - Trains new and existing Cloud Operations Engineers on process and procedures.
- Takes proactive ownership of improvements and sees them through to implementation. Can identify areas for improvement and concisely share/present this back to the core operations team (outside of their customer/delivery team)
- A role model for timely and professional communication with customers throughout case handling, customer inquiries, and issue resolution. Follow best practices in order to delight the customer and achieve NPS and ticket satisfaction KPIs.
- Provides support for other team members in this area when required.
- Ensure all pertinent information is recorded in Knowledge Base, using communication and planning tools such as ITSM, Github, Confluence, GSuite.
- Responsible for ensuring customer-related documentation remains updated and reviews new submissions for relevance. Prepares and publishes internal and external runbooks and SOPs.
- Handles all incidents end to end, often leading incident responses, keeping all stakeholders appropriately informed, and escalating/delegating where necessary to ensure the right resources are aligned as per priority.
- Uses defined tools and procedures to identify and resolve categories of issues, creates updated or new procedures, and records issues with toolset as appropriate. Provides support to Associate as an escalation point.
- Works on and may take ownership of improvement projects of diverse scope (up to medium complexity) where the evaluation of multiple factors and exercising good, independent judgment is required.
- SLA Compliance - Ensuring that customer requests are dealt with following the appropriate process, to the expected standard, and within the agreed timeframe set out in our customer service level agreements, highlighting and contributing to any proactive measures or improvements that can be taken to ensure ongoing SLA compliance.
- Serves as a role model when it comes to this critical KPI. - Pre-sales - May be involved in the support of pre-sales activities for all prospective customers. Helping to ensure that the customer’s requirements are understood by the team and enabling the best possible customer experience.
- Handles all incidents end to end, often leading incident responses, keeping all stakeholders appropriately informed, and escalating/delegating where necessary to ensure the right resources are aligned as per priority.

What are we looking for?
- Cloud - Expert of cloud technology (AWS, Azure, and GCP) at least 2 providers and how customer systems fit into them.
- Systems Engineering Track - Machine fundamentals, operating systems, networking, distributed systems, scripting
- Software Engineering Track - Algorithms & data structures, languages, coding, runtimes, software system design, APIs

Experience Required
- Graduate/Post Graduate degree in the field of Computer Science or Information Technology.
- 8+ years of professional experience.

What We Offer:
Becoming a Cloudreacher gives you much more than a job title. We reward your skills and expertise by delivering value back, through the Cloudy Deal:
- Giving you flexibility: We’re open to you working how you want, where you want. You’ll feel immediately plugged in with a Macbook for the office and beyond, and BYOD allowance to help you stay connected.- Career Development: You'll find constant opportunities to tackle new roles and grow with Cloudreach, as well as training, mentoring, and continuous feedback to boost your expertise and give you career-enhancing skills. Expand your mind through our excellent learning platforms (A Cloud Guru, Udemy, Atos University) as well as access to our Cloud-partner trainings, to become a fully-fledged Cloudreacher before you know it.- High Impact: We want you to make a personal impact: delivering results that help grow the business and make a difference to our customers, your colleagues, and your community. Job happiness at its best.- Culture & Engagement: We have a dynamic and inclusive working environmen

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