Job Description

Key Responsibilities: Provide second-level support for cloud-based infrastructure, including IaaS, PaaS, and SaaS environments (AWS, Azure, GCP, etc.). Troubleshoot and resolve issues related to cloud resources, virtual machines, networking, and storage. Monitor cloud resource utilization and performance, ensuring optimal operation and cost efficiency. Handle escalated incidents from L1 support teams, ensuring timely resolution in accordance with SLAs. Perform root cause analysis (RCA) on recurring issues and implement long-term fixes. Maintain a high level of customer satisfaction by managing incident priorities and ensuring effective communication with stakeholders. Set up and maintain cloud monitoring tools to proactively monitor infrastructure health and performance. Analyse system logs and alerts to detect and troubleshoot potential issues before they affect operations. Implement solutions to optimize infrastructure performance and scalability. Ensure the timely and accurate execution of patch management and software updates for cloud and on-premise systems. Coordinate with other teams for maintenance windows and infrastructure upgrades. Develop and implement scripts to automate routine tasks (using tools like PowerShell, Python, or shell scripting). Work with DevOps or Automation teams to improve infrastructure automation and orchestration. Collaborate with other IT teams (DevOps, Networking, Security, etc.) to ensure smooth operations across environments. Assist with cloud migrations, upgrades, and configuration changes as needed. Maintain detailed documentation for cloud configurations, incident resolution procedures, and best practices. Update internal knowledge base with troubleshooting steps, FAQs, and process improvements. Provide technical guidance to L1 support and junior engineers. Ensure cloud environments comply with company security policies and industry regulations (e.g., GDPR, PCI-DSS). Monitor security-related events and collaborate with security teams for remediation actions. Act as a point of escalation for customers and internal teams, providing timely updates and clear communication. Provide post-incident support, ensuring users understand the impact and resolution steps. Required Technical Skills & Qualification: Bachelors degree in computer science, Information Technology, Engineering, or a related field. Minimum of 3-5 years of experience in IT support, cloud infrastructure, or system administration. Experience with public cloud platforms like AWS, Microsoft Azure, or Google Cloud Platform (GCP). Strong knowledge of IT infrastructure components (servers, storage, networking, virtualization). Familiarity with cloud management tools (e.g., AWS CloudWatch, Azure Monitor, Google Stackdriver). Experience in troubleshooting and resolving issues related to virtual machines, networking, cloud storage, and databases. Proficiency in scripting or automation (e.g., PowerShell, Python, Bash). Solid understanding of ITIL framework, particularly incident and problem management. Familiarity with monitoring tools like Nagios, Zabbix, or Prometheus. Strong understanding of networking protocols and concepts (DNS, HTTP/S, VPN, TCP/IP). Experience with containerization technologies (Docker, Kubernetes) is a plus. Knowledge of security practices for cloud environments and infrastructure hardening. Certifications in cloud platforms (AWS Certified Solutions Architect, Azure Administrator, Google Professional Cloud Architect) are a plus. ITIL Foundation or advanced certification. Experience with automation/configuration management tools (Ansible, Chef, Puppet). Familiarity with virtualization platforms (VMware, Hyper-V, etc.). Knowledge of load balancing, scaling, and fault tolerance strategies in cloud environments.