Senior Cloud Engineer

Senior Cloud Engineer

Leapswitch is one of the largest IaaS & PaaS companies in the world with operations in 19 locations and over 20000 customers.

Leapswitch was founded in 2006. We are a team of 20+ cloud engineers, business analysts and marketing geniuses. We operate under 3 brands - Leapswitch (Managed IaaS) , CloudJiffy (Self-Service PaaS) and Xozz (affordable cloud hosting).

We're looking for someone with a strong understanding of the Linux operating system and the services that run on top of it to help grow, maintain and administer our server and application infrastructure.

Linux administrator has primary responsibility for maintenance and support of linux environments on bare-metal, virtual machines, cloud and containers. Candidate must have a willingness to learn new technologies. Should be flexible to work in rotational shifts. This role demands to work closely with customers on daily basis to troubleshoot and maintain their cloud environments.

Education: B.E Computer, MCA, BCA, Red hat certified. 

Roles & Responsibilities:

Responsible to handle the escalations when there is any major issues

Talk to the customer at the time of escalation to keep them confident on the service

Make sure the L1 team manages the customer calls/tickets properly and escalates to the next level of support on time if it is not resolved

Make sure the shift handover and escalation process happen properly

Make sure the team members have the updated vendor escalation matrix and they escalate to vendor or time

Manage the Technical team shift roster

Assist clients in resolving client side issues; when issue cannot be resolved by junior team members

Identify and apply appropriate tools for the analysis and resolution to technical problems

Providing technical support for Level I-III issues via helpdesk and the telephone.

Adeptly utilize resources both within knowledgebase and outside to resolve issues

To identify and highlight best practices in support management through continuous assessment, and feeding process and product recommendations to the Management.

Create technical solutions for clients such as custom setup, upgrade and migration plans

To communicate and be the focal point for the dissemination of information from management to the team and vice versa.

Client Servicing/Customer Service:

Follow Leapswitch Networks policies in response time

Follow up with dedicated and major customers in any critical issues

Send RCA reports to customers in case on any critical down time on the services

Meeting customer expectations and adhering to the committed timelines without affecting the quality of output.

Provide customer support as needed, sometimes outside of traditional working hours.

Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.

Manage day-to-day internal client interaction.

Daily and weekly server and application maintenance to keep the servers without any issues

Set and manage internal client expectations

Communicate effectively with internal clients to identify needs and evaluate alternative business solutions.

Continually seek opportunities to increase internal client satisfaction and deepen client relationships

Mandatory Skills:

Linux Server Administration

Fluent Communication in English and Hindi

Experience: 2+ years in hosting industry

Preferred - 

Experience with - 

Hosting control panels - cPanel, Plesk, DirectAdmin, Virtualizor, SolidCP

Backup Software - Acronis

Platform-as-a-Service - Jelastic

Dedicated Servers - Supermicro IPMI , HP iLO, Dell iDrac 

Windows - IIS, SQL Server, MailEnable

Redhat Certifications

cPanel Certifications

Plesk Certifications

Benefits - 

Work in a fast-growing Cloud Services company on the forefront of technology

Flexibility to work from home or office ( Pune office from October 2021 )

Team lunches and regular events

Health insurance for you (and your spouse and kids)

Contact- [email protected]