Cloud Infrastructure Management: Monitor and maintain the stability, performance, and security of our Cloud infrastructure, specifically related to our SAAS application.
Technical Support: Provide efficient and timely technical assistance to customers and internal stakeholders via various channels such as ticketing systems, email, chat, and phone, ensuring customer satisfaction.
Troubleshooting: Identity, analyze, and resolve technical issues and incidents reported by customers or detected through monitoring tools. Collaborate with senior team members and escalate complex issues when necessary.
Incident Response: Participate in incident management processes, including documenting incidents, performing root cause analysis, and implementing corrective measures to prevent future occurrences.
Documentation and Knowledge Sharing: Contribute to the creation and maintenance of technical documentation, including troubleshooting guides, FAQs, and knowledge base articles, to facilitate self-service and improve overall support efficiency.
Continuous Improvement: Stay up to date with industry trends and technologies related to Cloud infrastructure and SAAS applications. Proactively identify areas for improvement and suggest enhancements to existing processes, tools, and systems.
Collaborative Teamwork: Work closely with cross-functional teams, including developers, system administrators, and customer success representatives, to address customer needs and improve the overall customer experience.
Night Shift Coverage: Work on a rotation basis during night shifts to ensure 24/7 support coverage for our customers.
Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Must have complete Azure 900 course.
Problem-Solving Abilities: Strong analytical and problem-solving skills to diagnose and resolve technical issues efficiently.
Customer-Oriented Approach: Excellent communication and interpersonal skills with a customer-centric mindset. Ability to handle customer inquiries and provide support in a professional and friendly manner.
Collaboration: Demonstrated ability to work effectively within a team environment, collaborating with colleagues and stakeholders to achieve common goals.
Adaptability: Willingness to work night shifts on a rotation basis and flexibility to accommodate changing schedules or urgent situations.
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