Senior Cloud Services Engineer

Job Title: Senior Cloud Services Engineer

We are seeking a skilled and experienced Senior Cloud Services Engineer to join our team.

The Senior Cloud Services Engineer will be responsible for providing managed services to clients, ensuring their cloud infrastructure remains operational through proactive monitoring, identification, investigation, and resolution of cloud-based incidents, service requests, and alerts.

The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreements (SLAs) and focuses on second-line support for incidents and requests with a medium level of complexity to ensure the smooth operation and optimization of clients' cloud infrastructure and services.

• Proactive monitoring of work queues
• Performance of operational tasks to resolve incidents/requests in a timely manner and within agreed SLAs
• Updating tickets with resolution tasks performed
• Identification, investigation, analysis of issues and errors prior to or when they occur, and logging all such incidents in a timely manner
• Capturing all required and relevant information for immediate resolution
• Providing second-level support to all incidents, requests, and identifying the root cause of incidents and problems
• Communication with other teams and clients for extended support
• Execution of changes with clear identification of risks and mitigation plans captured into the change record
• Following the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift
• Escalation of all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
• Work with automation teams for effort optimization and automating routine tasks
• Coaching Service Desk and L1 teams for technical and behavioral skills
• Establishment of monitoring for client infrastructure
• Identification of problems and errors before they impact a client's service
• Leadership and management of all initial client escalation for operational issues
• Contribution to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items
• Ensure all changes are carried out with proper change approvals
• Planning and execution of approved maintenance activities
• Audit and analysis of incident and request tickets for quality and recommend improvements with updates to knowledge articles
• Production of trend analysis reports for identifying tasks for automation leading to a reduction in tickets and optimization of effort

To succeed in this role, you will need:

• Bachelor's degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience)
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)
• Moderate level of relevant managed services experience
• Moderate level of knowledge in ticketing tools preferably Service Now
• Moderate level of experience managing platforms including a combination of the following: Windows Server Administration, Linux Server Administration, Virtualization Administration, Server Hardware and Storage Administration
• Moderate level of knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Centre, Telephony, Exchange, Storage, Cloud, Backup, etc.)

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

This role involves working on-site.