Cloud Operations Analyst

💡 Mission: Be there when the customer contacts us for support or an issue is reported by an automated tool and provide a quick and effective response according to pre-defined definitions

Responsibilities

• First response on relevant communication channels in the defined SLA
• Providing prompt, efficient, detailed, customer-oriented service to cloud-hosted customers (AWS, Azure, GCP Cloud)
• Working with other customer support teams to ensure a consistent and high-quality level of support
• Being a voice and advocate for our customers when something doesn’t feel right
• Collect missing information for effective handling (Account ID, Customer’s expection for priority/eta, etc)
• Playbook-based handling of customer tickets and monitoring alerts
• Proactive incident identification
• Escalate tickets
• Perform *technical escalation* to experts (cloud/cyber/monitoring/other)
• Perform *management escalation* (unsatisfied customers, request for hours approval, etc.)
• Communicate with internal and external stakeholders to resolve customer issues
  
  

• Availablity to perform 24/7 shifts, 5 shifts per week - Must
• Vast in Linux/Windows operating system - Must
• Knowledge in scripting - Must
• Ability to converse in high level English (Both written and verbal) - Must
• 1+ years of managing cloud environments (AWS, Azure, GCP) - Must
• AWS Practitioner Certified, or higher - Must
• Experience in working at cloud Managed Service Providers / Partners - Advantage
• Knowledge in networking concepts (IP, DNS, DHCP, VPN) - Must
• GCP Associate Cloud Engineer certified, or higher - Advantage
• Azure Fundamentals certified – Advantage