Cloud Support Engineer
7 days ago
Mastech Digital is a leading service-based company that provides innovative solutions to its clients. As a Cloud Support Engineer, you will be responsible for overseeing the smooth operation of both Level 1 (L1) and Level 2 (L2) support teams. This position requires a seasoned professional with a strong technical background, exceptional leadership skills, and a dedication to delivering superior customer service.
Estimated salary: $80,000 - $120,000 per year. Location: Chennai, Tamil Nadu (remote work options available).
The successful candidate will have a Bachelor's or Master's degree in Computer Science & Engineering, or a related field, and at least 7-10 years of experience in IT support, with at least 3-5 years in a lead role in Managed Services projects providing L1 & L2 support.
You will provide leadership and direction to the L1 and L2 support teams, ensuring effective coordination and collaboration among team members. You will serve as primary technical authority offering guidance and support to L1 and L2 teams, actively involved in the resolution of complex technical issues that escalate beyond the capabilities of L1 and L2 technicians.
Your responsibilities will include conducting Root Cause Analysis (RCA) to identify the underlying causes of technical issues and implementing corrective actions to prevent recurrence. You will ensure all support activities align with industry best practices and organizational standards, developing and maintaining documentation of standard operating procedures ensuring all team members are adequately trained.
You will develop and maintain key performance indicators (KPIs) to measure the effectiveness of L1 and L2 support activities, staying abreast of the latest industry trends and technologies, integrating them into the support framework where applicable. Strong technical proficiency in Google Cloud Platform (GCP) services, particularly BigQuery, Cloud Composer, Dataflow, Pub/Sub, GKE, and Cloud Storage, is highly desirable.
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