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INGRAM MICRO PLATFORM TECHNOLOGY INDIA PVT LTD
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Senior Cloud Support Engineer

Senior Cloud Support Engineer

INGRAM MICRO PLATFORM TECHNOLOGY INDIA PVT LTD

9 - 14 years

20 - 35 Lacs

pune

Posted:Just now| Platform:

Apply

Skills Required

s3 rds ec2 vpc lambda

Work Mode

Hybrid

Job Type

Full Time

Job Description

Role Summary

We are looking for a Senior Cloud Support Engineer to join our global support team. This role is ideal for someone with a strong background in technical support or service desk environments who is ready to take on a more strategic and hands-on role in managing and resolving complex Cloud -related issues.

You will be the go-to expert for escalated support cases, ensuring that customer issues are progressing efficiently and effectively. You'll also play a key role in improving our support processes to reduce recurring issues and enhance customer satisfaction.

Key Duties and Responsibilities

Working in close collaboration with the Global Support Manager and wider in-country Cloud teams, the core responsibilities of the role include, but not limited to, the following:

Stay up-to-date with the latest Cloud technologies and best practices, and share knowledge with the team.
Monitor and Manage Support Cases
: Oversee incoming Cloud -related support issues from Level 1 and Level 2 agents, ensuring they are progressing efficiently and escalated only when necessary.
Reduce Escalations to Cloud (L3):
Act as the senior technical authority to resolve complex issues internally, minimizing the need to escalate to Cloud support.
Hands-On Troubleshooting:
Step in to troubleshoot and resolve advanced technical issues across Cloud services (e.g., EC2, S3, RDS, VPC, Lambda). Ensuring the customer experience is top of mind.
Process Improvement:
Design and implement support workflows and preventive measures to reduce recurring issues and improve first-time resolution rates.
Enhance Team Knowledge:
Strengthen the capabilities of the support team through training sessions, documentation, and active knowledge sharing
Documentation & Best Practices
: Create and maintain technical documentation, SOPs, and knowledge base articles.
Mentorship:
Guide and support junior engineers, sharing your expertise and helping them grow.
On-Call Support:
Participate in a rotating on-call schedule for critical issues.

Qualifications and Experience

Experience:

5+ years in technical support, service-desk or customer-facing IT roles.

Technical Skills:

In-depth knowledge of Cloud services and architecture.
Experience with cloud computing and infrastructure.
Strong understanding of networking concepts and protocols.
Proficiency in troubleshooting and problem-solving complex technical issues.

Required Certifications:

One or more Cloud certifications

Soft Skills:

Excellent communication and interpersonal skills.
Strong analytical and organizational skills.
Customer-focused mindset with the ability to handle escalations effectively.

Kindly help share the following details for the candidate:

Skills:
Total Experience:
Relevant Experience:
Current CTC:
Expected CTC:
(Note: Ingram Micro includes a 20% variable component in CTC)
Notice Period:
Current Location:
Preferred Location:

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INGRAM MICRO PLATFORM TECHNOLOGY INDIA PVT LTD

IT Services and IT Consulting

Irvine CA

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Senior Cloud Support Engineer

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Role Summary

Key Duties and Responsibilities

Monitor and Manage Support Cases

Reduce Escalations to Cloud (L3):

Hands-On Troubleshooting:

Process Improvement:

Enhance Team Knowledge:

Documentation & Best Practices

Mentorship:

On-Call Support:

Qualifications and Experience

Experience:

Technical Skills:

Required Certifications:

One or more Cloud certifications

Soft Skills:

Skills:

Total Experience:

Relevant Experience:

Current CTC:

Expected CTC:

Notice Period:

Current Location:

Preferred Location:

More Jobs at INGRAM MICRO PLATFORM TECHNOLOGY INDIA PVT LTD