Cloud Support & Monitoring Analyst

As a Cloud Support & Monitoring Analyst, you will play a crucial role in ensuring seamless support and monitoring for our cloud customers across Azure, AWS, and GCP platforms. Your responsibilities will include monitoring ServiceNow for incidents, alerts, and service requests, investigating alerts from monitoring platforms like LogicMonitor, escalating issues to internal teams or hyperscaler support, assisting customers with inquiries and support coordination, documenting incidents and resolutions, collaborating with cross-functional teams, and continuously improving monitoring and support processes. Key Responsibilities: - Monitor ServiceNow for incoming incidents, alerts, and service requests from cloud customers. - Investigate alerts generated by monitoring platforms like 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. Qualifications Required: - 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. About the Company: The work environment is fully remote. The role may require shift work or on-call availability based on customer needs. Joining this team will provide you with the opportunity to work with cutting-edge technologies and make a significant impact in the cloud support and monitoring space. (Note: Only apply if you can join within a week as this is a backfill role. Candidates serving notice will not be considered.) Apply now and be part of a dynamic team dedicated to providing top-notch cloud support and monitoring services across various cloud platforms.,