Senior Engineer - Cloud

Overview

As a Cloud Managed Services Engineer (L2), you will help ensure clients' cloud infrastructure runs smoothly by providing second-line support for medium-complexity incidents and service requests.

What you'll do

• Proactively monitor, identify, investigate, and resolve cloud-based incidents and service requests.
• Handle second-line support for incidents and requests with medium complexity while meeting service level agreements (SLAs).
• Monitor work queues, resolve incidents in a timely manner, and update tickets with the tasks performed.
• Identify and analyze issues before they impact clients.
• Work closely with other teams and clients to extend necessary support.
• Execute changes with identified risks and mitigation plans.
• Lead client escalations for operational issues.
• Contribute to the change management process and ensure all changes have proper approvals.
• Plan and execute approved maintenance activities.
• Audit and analyze incident tickets for quality.
• Produce trend analysis reports to identify tasks that can be automated, reducing ticket volumes and optimizing effort.
• Work with automation teams to optimize efforts.
• Coach the Service desk and L1 teams on technical and behavioral skills.
• Establish monitoring for client infrastructure.
• Identify problems and errors before they impact clients.

What you'll need

• Experience in Windows Server Administration.
• Experience in Linux Server Administration.
• Experience in Virtualization Administration.
• Experience in Server Hardware.
• Experience in Storage Administration.
• Moderate experience in managed services.
• Knowledge of ticketing tools like ServiceNow.
• Knowledge of management agents.
• Knowledge of redundancy concepts.
• Knowledge of supported technical domains like Network, DATA Center, Telephony, Exchange, Storage, Cloud, and Backup.
• Strong planning skills with an ability to adapt to changing circumstances.
• Ability to communicate and work effectively across different cultures and social groups.
• Active listening skills, including paraphrasing and probing for further relevant information.
• Positive outlook and ability to thrive in a pressurized environment.
• Willingness to work longer hours when necessary.
• A client-focused approach.
• Bachelor’s degree in information technology/computing or equivalent work experience.

Details

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