Cloud Engineer (Alicloud, Windows, Azure)

Key Responsibilities:

• Proactively monitors the work queues.
• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
• Updates tickets with resolution tasks performed.
• Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner.
• Captures all required and relevant information for immediate resolution.
• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
• Communicates with other teams and clients for extending support.
• Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
• Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.
• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
• Works with automation teams for effort optimization and automating routine tasks.
• Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc.
• Identifies problems and errors before they impact a client's service.
• Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting.
• Leads and manages all initial client escalation for operational issues.
• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
• Ensures all changes are carried out with proper change approvals.
• Plans and executes approved maintenance activities.
• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
• May also contribute to / support on project work as and when required.
• May work on implementing and delivering Disaster Recovery functions and tests.
• Performs any other related task as required.

Required Experience:

• Versed in Windows and Linux OSes
• INFRA: Compute - Hyperconverged Infrastructure (Hypervisor or Physical server)
• Familiar with AWS Region, Accounts and Subscriptions, Cloud Native Backup, AWS EC2 PROD, AWS EC2 NON PROD, AWS RDS Prod, AWS Direct Connect, AWS Firewall, AWS IAM, AWS IAM Connectivity, AWS Containers, AWS Key Management Service (KMS), DR Testing Annual, DR Planning and Reporting, VDI Managed Services, Circuit Management, Console Switch Network Management Device, Firewall, Firewall Additional feature [each], Load Balancer/Traffic Manager, Storage - Cloud PaaS File Storage
• Familiar with Azure Region, Accounts and Subscriptions, Azure Virtual Machines, Express Routes, Azure FW, Azure AD, Azure AD Connectivity, Containers, Key Vault, DR Testing Annual, DR Planning and Reporting, VDI Managed Services, Circuit Management, Load Balancer/Traffic Manager, Load Balancer/Traffic Manager Additional feature [each], Router Enterprise, SAN Switch / Fabric FC, Storage Appliances Enterprise-Large [500TB-1PB], Storage Appliances Enterprise-Medium [101TB-500TB], Firewall Policy Management
• Familiar with Alicloud, These include computing services like Elastic Compute Service (ECS) for virtual servers, storage solutions such as Object Storage Service (OSS), and networking tools like Virtual Private Cloud (VPC). It also provides database services, security features, big data analytics, and AI capabilities, allowing businesses to build, deploy, and scale applications efficiently in the cloud.
• Familiar with JSON (Data formatting and processing)
• Familiar with API, Automation, Ansible, CI/CD, etc.
• Languages PS, Bash, Python, etc.
• Moderate level years of relevant managed services experience handling cross technology infrastructure.
• Moderate level knowledge in ticketing tools preferably Service Now.
• Moderate level working knowledge of ITIL processes.
• Moderate level experience working with vendors and/or 3rd parties.