Cloud Engineer I

2 weeks ago

PunePimpriChinchwad Area, India 11:11 Systems Full time ₹ 5,00,000 - ₹ 15,00,000 per year

The Role:
11:11 is looking for a Cloud Engineer L1 to support and guarantee a positive post-implementation experience for all 11:11 customers. This position is responsible for the optimization, implementation, and maintenance of our organization's cloud-based systems. The Cloud Engineer L1 will drive customer success through effective problem resolution and strong customer relationship management. This position will require an individual with a penchant for detail and a continuous improvement mindset. This is a full-time position reporting to the Manager of Service Operations.

What You'll Do:

  • Represent Cloud Support by being the initial point of contact for our customers while ensuring they feel supported and valued.
  • Deliver support services (via chat, phone and email) to meet 11:11 Systems' Service Level commitments to customers.
  • Manage the ticketing system intake queue to provide rapid response to new tickets entering the system
  • Participation in an on-call after hours rotation.
  • Provide accurate, professional responses to customer queries and concerns and escalate as necessary within support (L2/L3), to ensure customer satisfaction.
  • Practice extreme ownership of incident ticket(s) within area of responsibility
  • Follow 11:11 Systems best practices for service management.
  • Deliver superior customer service while maintaining professional relationships.
  • Work supportively with colleagues, operating in a manner that is consistent with 11:11's Code of Business Ethics and Company Values
  • Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies
  • Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements
  • Additional duties as assigned

Who You Are & What You'll Bring:

  • 3+ years recent experience as a technical, external customer facing support, hands-on experience in one or more technologies listed below: -

  • VMware vSphere (ESXi, vCenter, clusters, HA/DRS)

  • VMware vCloud Director (tenants, catalogs, networking, edge gateways)
  • Zerto (failover/failback testing, replication management, DR runbooks)
  • Veeam Backup & Replication (jobs, repositories, restores, replication) including O365
  • Cohesity DataProtect platform
  • Strong understanding of virtualization, storage, networking (VLANs, firewalls, load balancers), and Windows/Linux administration
  • Experience in supporting multi-tenant cloud environments

  • Understanding of cloud-based infrastructure services, such as BaaS, IaaS and DRaaS.

  • Strong investigative, written, and verbal communication skills to effectively document and resolve client issues.

  • High energy, positive attitude, and goal-oriented approach with proven technical knowledge, consultative skills, and adaptability.
  • Demonstrated ability to manage multiple tasks independently with strong time management, decision-making, and accountability.
  • Must be legally eligible to work in assigned without visa sponsorship.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

Benefits:

  • Standard Life Pension Scheme
  • Healthcare Insurance Plan
  • Cash Plans
  • Income protection
  • Life assurance
  • Paid Vacation & Holidays
  • Leave of absences

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