Cloud Support Engineer

3 days ago

Chennai, Tamil Nadu, India Trimble Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Development and Operations Engineer

Title: L1 Cloud Support Engineer

Reports to: Technical Operations Manager

Job Description:

  • 1st Line Support for Cloud based applications (AWS, Azure, Google Cloud)

  • Investigate and resolve incidents at first line to maintain application availability

  • Supporting circa 100 cloud based applications

  • Communicate updates with requesters and stakeholders throughout incidents via ticketing platform and instant messenger

  • Participate in technical investigations and relay/update stakeholders on progress

  • Able to analyze service dashboards to identify issues with services

  • Able to follow written runbooks to restore service quickly and efficiently

  • Knowledge of ITIL Processes including Incident Management, Request Fulfillment, Change Management

  • 24 x 7 Operation, need to be willing to operate in rotational shift patterns

  • Work to contracted Service Levels - response and resolution targets

  • Prioritize your workload based on priority relating to business impact

  • Effectively and efficiently escalate to other support teams when need additional support

  • Escalate to senior stakeholders during Major Incidents

  • Identify areas of improvement and raise them as part of continual service improvement

  • Willing to share knowledge and documentation to continuously improve knowledgebase

  • Interacting with colleagues and customers across the globe

Requirements:

  • Strong written and verbal English

  • At least 1 year working with a SaaS (Software as a Service) product / service

  • Experience working within AWS or Azure is desired

  • Understanding of incident management, service request fulfillment

  • Experience in working in an ITSM Tool (ticketing tool such as FreshService, ServiceNow, Remedy, Salesforce, HP Service Manager)

  • Willing to work rotational Shifts for 24x7 service coverage

Experience LevelMid Level

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