Infrastructure Support Engineer II

Overview

Infrastructure Support Engineer II in Cloudera's Cloud Operations team, providing a fast, reliable support service across the global infrastructure estate, covering cloud, on-premises and AI platform services.

What you'll do

• Own and resolve day-to-day cloud operational requests across AWS, Azure and Google Cloud, including access, identity, account lifecycle and resource queries
• Provide support for the internal AI platform, including access and key management, usage and quota questions, model availability, and onboarding new teams onto the platform
• Support on-premises private cloud and Cloudera platform deployments, handling user access, environment queries and documented break-fix, and escalating operational issues to the engineers who own the stack
• Triage, diagnose and resolve Tier 1 and Tier 2 issues, escalating cleanly with good evidence when an issue needs platform engineering or architecture input
• Execute documented change against the cloud estate safely and accurately, and raise simple infrastructure-as-code changes for review
• Write and maintain runbooks and knowledge base articles so that recurring requests become self-service
• Use AI-assisted tooling to triage, research and draft resolutions faster, while remaining accountable for the accuracy of every answer that reaches a requester
• Maintain the accuracy of configuration management data and the service catalog
• Maintain the inputs to the Infrastructure-As-Code and GitHub workflow
• Handle first-line cloud cost and tagging questions, escalating complex optimization work to the FinOps team
• Own the handover between time zones so nothing is dropped between regions
• Identify requests that should not exist and propose the automation that removes them

What you'll need

• Two to four years of experience in cloud operations, infrastructure support or IT support, across cloud or on-premises environments
• Working knowledge of AWS, plus Azure or Google Cloud
• Experience working a ticket queue in a service management tool, ideally ServiceNow
• Confidence at the command line and with Linux
• Excellent written communication
• A track record of following documented process accurately, and improving it where it falls short
• An interest in identity and access concepts such as SSO, IAM and single sign-on group management

Nice to have

• Exposure to GitHub, Terraform or other infrastructure as code
• Exposure to cloud cost management or FinOps practices
• Experience using AI or large language model tooling in a professional setting
• An associate-level cloud certification

Details

• Location: India, Bangalore, Remote
• Reports into Cloud Operations and works closely with platform engineering, FinOps and identity teams
• Flexible WFH policy