The Executive will be responsible for providing first-level support for our cloud-based systems and infrastructure. This role involves monitoring, troubleshooting, resolving issues, and handling service requests related to cloud services. The Executive will also collaborate with cross-functional teams to ensure seamless service delivery and compliance with operational best practices.
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Responsibilities
- Cloud Infrastructure Monitoring: Proactively monitor cloud resources and services to identify performance issues, errors, and outages. Respond to system alerts and incidents, ensuring quick identification, diagnosis, and resolution of issues. Perform routine checks on cloud infrastructure to maintain operational efficiency and security.
- Incident and Problem Management: Provide first-level troubleshooting for cloud-based services and escalate complex issues to L2/L3 teams as required. Document and categorize incidents, ensuring adherence to established incident management workflows. Collaborate with internal teams to diagnose recurring issues and contribute to problem resolution efforts.
- User Support and Service Requests: Provide timely support to end-users for cloud-related queries, including access, permissions, and basic troubleshooting. Implement and manage service requests for cloud resource provisioning, modifications, and decommissioning. Ensure all user requests are logged, tracked, and resolved according to established Service Level Agreements (SLAs).
- Configuration and Change Management: Support the implementation of changes to cloud infrastructure according to approved change requests. Keep accurate and current records of cloud configurations to ensure compliance with change management processes. Take part in change advisory board (CAB) discussions when needed.
- Documentation and Knowledge Management: Maintain comprehensive documentation of cloud resources, configurations, and operational procedures. Develop and update knowledge base articles for common issues and standard operating procedures. Share insights and lessons learned to improve team knowledge and operational efficiency.
- Security and Compliance: Ensure compliance with internal security policies and external regulatory standards. Assist in audit processes by providing necessary documentation and responding to audit inquiries. Follow best practices for identity management, data protection, and incident response within cloud environments.
- Collaboration and Communication: Work closely with L2/L3 engineers, system administrators, and other support teams to resolve complex issues. Participate in regular team meetings to discuss operational challenges and share knowledge. Communicate effectively with stakeholders regarding issue status, resolution timelines, and service improvements.
- Continuous Improvement and Automation: Identify areas for operational improvement and propose automation solutions to enhance efficiency. Collaborate with internal teams to automate routine tasks and workflows where feasible. Stay updated on emerging cloud technologies and best practices to drive operational excellence.
Requirements
- A bachelor's degree in Computer Science, Information Technology, or a related IT field.
- In-depth knowledge of cloud platforms, including AWS, Azure, Google Cloud, and G42 Cloud.
- Relevant certifications in at least two cloud platforms (e.g., AWS Certified Cloud Practitioner, Microsoft Certified: Azure Fundamentals, HCIA, HCIP).
- A minimum of 5 years of experience in a similar role, specializing in cloud technologies.
- Proficiency in scripting languages like Python and PowerShell for automation.
- Strong troubleshooting and problem-solving abilities.
- Excellent communication and teamwork skills.
- Ability to thrive in a fast-paced and dynamic work environment.
