- 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 focussed 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:
. Hands-on experience with cloud infrastructure and DevOps in AWS and Azure.
. Strong command of infrastructure automation, scripting (PowerShell, Python, Bash), and CI/CD tools.
. Deep understanding of networking, DNS, VPN, load balancing, and firewalls in cloud environments.
. Practical experience with container platforms (Docker, Kubernetes, AKS, EKS).
. Strong problem-solving skills and ability to troubleshoot complex issues independently
Do let me know your year of experience below
