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Job Title: Cloud Support & Monitoring Analyst Location: Fully Remote Experience: 3+ Years Job Type: Full-Time Shift: US PST Shift (9 PM - 6 AM IST) Skills: Multi-Cloud Expertise, Azure, AWS, GCP Tools: LogicMonitor, ServiceNow Joining: Immediate (This is a backfill role, so we need someone who can join in a week) Note: Only apply if you can join in a week, candidates who are working and have to serve notice, will be rejected) About the Role: We are seeking a proactive and detail-oriented Cloud Support & Monitoring Analyst to join our team. This role is pivotal in ensuring seamless support and monitoring for our cloud customers across Azure, AWS, and GCP platforms. You will be responsible for triaging incidents, alerts, and service requests via ServiceNow, investigating issues, and coordinating resolutions with internal teams or hyperscaler support. Key Responsibilities: Monitor ServiceNow for incoming incidents, alerts, and service requests from cloud customers. Investigate alerts generated by our monitoring platform (e.g., LogicMonitor) for fully managed customers. Escalate issues appropriately to internal teams or hyperscaler support (Azure, AWS, GCP). Assist cloud resell customers with general inquiries, “how-to” questions, and support case coordination. Maintain accurate documentation of incidents and resolutions. Collaborate with cross-functional teams to ensure timely and effective issue resolution. Continuously improve monitoring and support processes. Required Qualifications: Foundational knowledge of Azure, AWS, and/or Google Cloud Platform (GCP). Experience working with ServiceNow for incident and request management. Familiarity with LogicMonitor or similar monitoring tools. Strong analytical and troubleshooting skills. Excellent communication and customer service abilities. Ability to work independently and manage multiple tasks effectively. Preferred Qualifications: Certifications in Azure, AWS, or GCP. Prior experience in a cloud operations or support role. Understanding of cloud infrastructure and services. Work Environment: [Specify if remote, hybrid, or on-site] May require shift work or on-call availability depending on customer needs. Show more Show less
