Cloud Operations Engineer

1 week ago

Udaipur, Rajasthan, India beBeeSupport Full time US$ 1,00,000 - US$ 1,50,000
Enterprise Support Specialist

We are seeking a highly skilled and proactive Enterprise Support Specialist to join our global support team. In this role, you will be responsible for the monitoring, incident response, and issue resolution of enterprise-grade systems including B2B integrations and RPA workflows.

The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work effectively during off-hours and in a rotational shift model.

Key Responsibilities
  • Monitor and manage support tickets via JIRA and email.
  • Troubleshoot and resolve issues across:
  • B2B integrations and translation services
  • RPA workflows and orchestrations
  • Database systems: SQL Server, Aurora PostgreSQL, MySQL, DynamoDB, and BigQuery
  • Meet defined SLAs for incident response and resolution (e.g., 15-min response, 1-hour resolution).
System Monitoring & Maintenance
  • Perform regular health checks and performance monitoring of applications, integrations, and databases.
  • Assist with deployment validations, patch installations, and performance tuning as needed.
  • Proactively escalate critical issues per escalation protocols.
Shift & Availability
  • Provide support coverage 4 days a week in rotational shifts, including off-hours and weekends as required.
Documentation & Knowledge Sharing
  • Maintain accurate and up-to-date incident logs.
  • Create and update knowledge base articles, SOPs, and troubleshooting documentation.
  • Contribute to knowledge transfer and onboarding of new team members.
Compliance & Security
  • Ensure all activities comply with organizational and customer security standards (HIPAA, GDPR, ISO 27001).
  • Follow access and onboarding policies based on client environment guidelines.

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