Cloud Managed Services Engineer (L2)

Overview

Cloud Managed Services Engineer (L2) responsible for second-line support and ensuring clients’ cloud infrastructure runs smoothly.

What you'll do

• Proactively monitor, identify, investigate, and resolve cloud incidents and service requests.
• Provide second-line support for medium-complexity incidents and requests to meet SLAs.
• Monitor work queues, resolve incidents in a timely manner, and update tickets with completed tasks.
• Identify and analyze issues before they impact clients, supporting required second-level troubleshooting.
• Execute changes with identified risks and mitigation plans, ensuring smooth cloud operations.
• Lead client escalations for operational issues and contribute to change management with approvals.
• Plan and execute approved maintenance, audit incident tickets for quality, and produce trend analysis for automation.

What you'll need

• Windows Server Administration experience.
• Linux Server Administration experience.
• Virtualization Administration experience.
• Server Hardware and Storage Administration experience.
• Moderate managed services experience and knowledge of ticketing tools like ServiceNow.
• Knowledge of management agents, redundancy concepts, and supported technical domains (e.g., Network, Data Center, Telephony, Exchange, Storage, Cloud, Backup).
• Willingness to work longer hours when necessary.
• Bachelor’s degree in information technology/computing or equivalent work experience.

Details

• On-site workplace type.
• Location: Mumbai, India.