Cloud Managed Service Engineer

Key Roles and Responsibilities:

• Assist in analyzing, assigning, and escalating support calls.
• Conduct a weekly random review of incidents and service requests, analyze and recommend improvement in quality.
• Investigate third line support calls assigned and identify the root cause of incidents and problems.
• Perform necessary checks, apply monitoring tools and respond to alerts.
• Report and escalate issues to 3rd party vendors if necessary.
• Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.
• Proactively identify opportunities for work optimization including opportunities for automation of work

Knowledge, Skills, and Attributes:

• Ability to maintain a positive outlook at work.
• Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
• Ability to communicate in local language & English
• Ability to work well in a pressurized environment.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.

Qualification (based on priority):

1. Minimum experience of working actively with cloud technology: 2 years (AWS or GCP or Azure). AWS technology preferable
2. Experience in Virtual Machine technology: VMware or Hyper V, etc
3. Proficient in Linux Administration (Strong in Shell command and able to troubleshoot and Setup Linux from Scratch)
4. Experience in handling AWS Application Migration Service (MGN), Backup & Restore Snapshot, Rules hardening.
5. Familiar with Windows Server technologies & features.
6. Familiar with CI/CD AWS Cloud Formation & Terraform
7. Demonstrated experience of Managed Services.
8. Demonstrated experience working with vendors and/or 3rd parties.