Engineer - Cloud & Infra Management - Global Tech Solutions

You will be responsible for following severity guidelines to ensure timely resolutions of issues. In cases where you are unable to resolve the problem or identify necessary steps for resolution, you will refer the issue to tier 3 for further assistance. A strong understanding of the ITIL framework and its application in a production environment is essential for this role. You will be expected to troubleshoot and resolve incidents and problem tickets within the defined SLA/SLO. It is important to develop and maintain a working knowledge of both existing and new technologies. You should possess good analytical and troubleshooting skills, with the ability to think logically through problems and demonstrate initiative, perseverance, and commitment to see issues through to resolution. Your responsibilities will also include performing end-to-end testing of network firmware, software features, system functionalities, and capabilities. Additionally, you will be expected to conduct advanced level troubleshooting, analysis, and diagnosis of complex networking problems. Furthermore, you will assist level 1 engineers in recreating customer issues and provide training and mentoring to new hire level 1 engineers. You will also play a key role in driving continuous improvement and suggesting process changes to management.,