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Strong brand, popular cloud ops role, metro location and mid-level profile increase applicant competition.
Core cloud and infrastructure skills are broadly transferable across industries, so fit sensitivity is low.
Moderate technical requirements (Windows/Linux/virtualization/storage/ServiceNow) without strict certification or years specified.
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Ensure smooth operation of clients' cloud infrastructure by proactively monitoring, identifying, investigating, and resolving cloud-based incidents and service requests at second-line support level.
Lead client escalations for operational issues, execute change management processes with risk mitigation, and plan/execute approved maintenance activities.
Collaborate with automation teams and other support levels to optimize workflows, reduce ticket volumes through trend analysis and automation, and coach Service desk and L1 teams.
Experience in Windows Server, Linux Server, Virtualization, Server Hardware, Storage administration, and managed services environment.
Knowledge of ticketing tools such as ServiceNow and supported technical domains like Network, Data Center, Telephony, Exchange, Storage, Cloud, and Backup.
Bachelor’s degree in information technology/computing or equivalent work experience.
Workplace Type: On-site. Work Experience Required: Not explicitly mentioned in the JD.
Moderate experience in managed services with ability to handle medium complexity incidents and service requests independently.
Strong planning skills and adaptability to changing circumstances in a client-focused, pressurized environment.
Effective communicator with skills in active listening and ability to work across different cultures and social groups.