L1 Cloud Support Engineer

Reports to: Technical Operations Manager

Job Description:

First 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 analyze 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
Prioritize 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

Development And Operations Engineer