Cloud Operator

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Walk-in Details:

Date:

Walk in Time

Venue

Major Responsibilities:

• Monitor incoming customer data in the form of batches in both production and non production environment
• Monitor applications via dashboards or logging systems to verify business as usual operations
• First level triaging of batch errors
• Drive manual recurring processes of the batch
• Communicate proactively with customers and internal team members to resolve service requests
• Keep the ticketing system updated with the support of client care team at all times with clear and concise information
• Regular updates with in the Zafin team on the progress of customer data input and output
• Adhere to support process defined for customer services
• Support team in developing customer knowledge base

Key Performance Indicators (KPIs):

• TBA by Manager as per periodic Goal Setting
• Guidelines include
• Clarity in thoughts and action : Written and Verbal
• Demonstrate proactivity
• Demonstrate follow-ups and follow-throughs
• Client facing presentation ability
• On-time, every time
• Proactive collaborative updates for team consumption without fail in designated channels

Working Conditions:

• Ability to work in remote and/or office setting
• Fast paced environment with tight deadlines
• Support offshore hours / multiple time zones
• Flexibility with working hours based on team and client needs

Minimum Required Technical Skills / Qualifications

Knowledge, Education, Training

• Degree in computer science, engineering, or equivalent experience.
• Microsoft Azure Fundamental certification / Knowledge in cloud computing

Experience

• 1 plus years of experience in a Customer Service role
• Familiarity/experience with process methodologies used in software industry
• Familiarity working with ticketing systems and batch monitoring

Technical Skills

• Microsoft Excel, Word, PowerPoint, Use of Wikis
• Must be able to use a web-based trouble ticketing system

Minimum Required Behavioural / Soft Skills

Communication

• Customer facing skills: Greet, Address, Explain, Facilitate, Coordinate
• Strong, clear, and concise written and verbal communication skills
• Ability to communicate effectively at all levels of the organization
• Strong interpersonal skills and can foster team collaboration.

Problem Solving and Execution

• Aptitude to solve problems with an ability to conceptualize and articulate new approaches and solutions.
• Detail-oriented
• Strong ability to prioritize and meet deadlines
• Able to work under stress and conflicting timelines, when necessary
• Pro-active and has a strong desire to learn.