Cloud Infrastructure Support Specialist
4 days ago
Description
Job Summary
We are seeking a highly skilled Cloud Infrastructure Support Specialist to join our team at BETSOL. As a key member of our support team, you will be responsible for providing Level 2 and Level 3 support in a 24/7 environment.
Key Responsibilities
- Provide timely and effective support to resolve complex technical issues related to cloud infrastructure.
- Eyeball Glass for real-time monitoring of mail and ticket systems.
- Deliver exceptional customer service through various communication channels, including email, chat, and phone.
- Follow documented processes and procedures to ensure efficient issue resolution.
- Conduct daily follow-ups, provide updates, and ensure positive closure of tickets.
- Ensure 100% availability during designated shifts.
- Take ownership of critical, pending, and unassigned work items.
- Lead by example, demonstrating a strong work ethic and commitment to excellence.
Requirements
- Strong English language proficiency.
- Proficiency in ITIL framework (Incident, Change, Problem management, and Project tasks).
- Excellent hands-on experience with Linux (Ubuntu, Redhat) and cloud management/administration (AWS, Azure, CP, etc.).
- Proficiency in DevOps/deployment tools like Ansible, Docker, and Kubernetes.
- Ticket tool experience with Service Now and HP Service Manager.
- A minimum of 3 years of experience in an IT organization, supporting production cloud infrastructure with hands-on Linux experience (Redhat & Ubuntu).
- Knowledge of implementation work with proper documentation methodology.
- A willingness to learn new concepts and technologies.
Preferred Skills
- Excellent understanding and working knowledge of applications running on Linux, Windows, Tomcat/Apache, JBoss.
- Networking skills, including load balancers, firewalls, routers, and switching.
- Knowledge of modern service hosting, security, and risk management concerns, such as IAM, access control, monitoring, IaaS/PaaS/SaaS, and containers.
- Infrastructure automation experience through DevOps scripting and configuration management (Ansible).
- Advanced experience with public and private cloud services, including AWS, VMware, and RedHat OCP.
- Experience in creating, presenting, and reporting technical diagrams and flowcharts.
- Ability to prepare and implement detailed build/test plans for new technologies and configurations.
- Good understanding of information security concepts.
- Proficiency in problem-solving techniques, such as root cause analysis, to resolve issues independently.
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