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You will be updated with latest job alerts via emailROLE CLARITY DOCUMENT
Name:
Role:
Cloud Engineer - AWS
Teams to Manage
Managed Services
Role Definition
Typical 0-1 Year of Experience. Cloud Engineer will be the first point of contact for the client to request for any service to be fulfilled.
Responsibility and Deliverables
Create/Assign/Update/Review tickets or Service-Requests logged in the Support Portal.
Resolve tickets/request logged in the Support Portal.
Triaging of tickets with internal teams when necessary.
Acquire functional knowledge about the product and be able to identify and resolve the customer s issues.
Should be able to perform all other such tasks as may be required to provide a response/resolution to the customer within SLA parameters.
Should be able to meet customers expectations.
Be able to generate reports and information to the higher manager management as and when required.
Should be able to perform ad-hoc related tasks as and when required.
Participate in Release Management activities. (If required)
Participate in Patch Management activities. (If required)
Zero Unscheduled Leaves, Strictly Adhere to Roster.
Following KB for effective Client communication over the phone calls.
Tasks and Activities
Alert Monitoring
Queue Management- Ticket Classification, Ticket Tagging.
Resolving Assigned tickets within SLA and shift.
Ensuring Minimum Ticket Handover to the next shift.
Closure of all Task/Activities Assigned before the Due Date Assigned.
Reporting P1 Level Issues & Working with Seniors to resolve them within SLA.
SOP/KB creation
Preparing Weekly/Monthly Reports
Attending Internal & External Trainings (Mandatory)
Knowledge
ITIL Framework (Ticket Management)
AWS Cloud Framework
Customer Handling
Project Task Management
Reporting
Full Time