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Job Description
Structured overview of role & requirementsAbout This Role
Ensure smooth operations and support of clients' cloud infrastructure by monitoring, identifying, investigating, and resolving cloud-based incidents and service requests (second-line support).
Lead client escalations for operational issues and contribute to change management with risk identification, mitigation, and approvals.
Collaborate with automation teams to reduce ticket volumes via automation, coach Service Desk and L1 teams, and audit incident tickets for quality and trend analysis.
Minimum Requirements
Experience required in Windows Server Administration, Linux Server Administration, Virtualization, Server Hardware, and Storage Administration.
Moderate experience in managed services and knowledge of ticketing tools like ServiceNow.
Bachelor’s degree in information technology/computing or equivalent work experience.
Workplace type: On-site working. Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Experienced in multiple technical domains: Network, Data Center, Telephony, Exchange, Storage, Cloud, and Backup as relevant to managed cloud services.
Capable of adapting to change, handling pressure, and working extended hours when needed with a client-focused approach.
Operates effectively across cultures with strong planning skills and active listening abilities to support collaborative, cross-functional client engagements.