Title: L1 Cloud Support Engineer
Reports to: Engineering Manger
Job Description
- 1st Line Support for Cloud based applications (AWS, Azure, Google Cloud)
- Investigate and resolve incidents at first line to maintain application availability
- Supporting circa 100 cloud based applications
- Communicate updates with requesters and stakeholders throughout incidents via ticketing platform and instant messenger
- Participate in technical investigations and relay/update stakeholders on progress
- Able to analyse service dashboards to identify issues with services
- Able to follow written runbooks to restore service quickly and efficiently
- Knowledge of ITIL Processes including Incident Management, Request Fulfillment, Change Management
- 24 x 7 Operation, need to be willing to operate in rotational shift patterns
- Work to contracted Service Levels - response and resolution targets
- Prioritise your workload based on priority relating to business impact
- Effectively and efficiently escalate to other support teams when need additional support
- Escalate to senior stakeholders during Major Incidents
- Identify areas of improvement and raise them as part of continual service improvement
- Willing to share knowledge and documentation to continuously improve knowledgebase
- Interacting with colleagues and customers across the globe
Requirements
- Strong written and verbal English
- At least 1 year working with a SaaS (Software as a Service) product / service
- Experience working within AWS or Azure is desired
- Understanding of incident management, service request fulfillment
- Experience in working in an ITSM Tool (ticketing tool such as FreshService, ServiceNow,Remedy, Salesforce, HP Service Manager)
- Willing to work rotational Shifts for 24x7 service coverage
How to Apply: Please submit an online application for this position by clicking on the Apply Now button located in this posting.
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