Engineer - Cloud & Infra Management

As a part of this role, 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. Key Responsibilities: - Have a strong understanding of the ITIL framework and its application in a production environment. - Troubleshoot and resolve incidents and problem tickets within the defined SLA/SLO. - Develop and maintain a working knowledge of both existing and new technologies. - Possess good analytical and troubleshooting skills, with the ability to think logically through problems. - Demonstrate initiative, perseverance, and commitment to see issues through to resolution. - Perform end-to-end testing of network firmware, software features, system functionalities, and capabilities. - Conduct advanced level troubleshooting, analysis, and diagnosis of complex networking problems. - Assist level 1 engineers in recreating customer issues. - Provide training and mentoring to new hire level 1 engineers. - Play a key role in driving continuous improvement. - Suggest process changes to management. Qualifications Required: - Understanding of the ITIL framework. - Analytical and troubleshooting skills. - Ability to think logically through problems. - Initiative, perseverance, and commitment. - Experience in end-to-end testing of network firmware and software features. - Experience in advanced level troubleshooting of complex networking problems. In addition to the above responsibilities and qualifications, the company values your contribution in driving continuous improvement and suggesting process changes to management.,