Job Description
Title: Cloud Operations Support Engineer
Pay: 10-18 LPA Fixed per Annum
Location: remote
MUST BE ABLE TO JOIN IN 30 DAYS OR LESS
We are building a Cloud Operations Support Team to provide 24/7 coverage using a follow-the-sun model. This team will be responsible for monitoring, troubleshooting, and resolving cloud infrastructure issues across global environments. We are hiring 5 Support Engineers (Level 1 and Level 2) based in India
This team will serve as the first and second line of defense for cloud operations, escalating complex issues to our Level 3 engineering team as needed.
Responsibilities
For Support Engineers (Level 1 & 2):
- Monitor cloud infrastructure and respond to alerts and incidents.
- Triage and resolve support tickets related to system performance, access, and configuration.
- Perform routine system administration tasks (e.g., user provisioning, patching, backups).
- Escalate unresolved or complex issues to Level 3 engineering teams.
- Document troubleshooting steps and resolutions in the ticketing system.
- Collaborate with peers across time zones to ensure seamless handoffs and coverage.
For Team Lead:
- Oversee daily operations and ensure SLA adherence across global support shifts.
- Coordinate handoffs between regional teams to maintain continuous coverage.
- Act as the primary escalation point for high-priority incidents.
- Mentor and coach support engineers to improve technical and operational performance.
- Collaborate with engineering and infrastructure teams to improve support workflows.
- Track team metrics and report on performance, ticket volumes, and resolution times.
Qualifications
Support Engineers:
- 2+ years of experience in cloud operations, system administration, or technical support.
- Familiarity with cloud platforms (e.g., AWS, Azure, GCP).
- Experience with ticketing systems (e.g., Service Now, Jira).
- Basic scripting or automation skills (e.g., Power Shell, Bash) is a plus.
- Strong communication and documentation skills.
- Willingness to work in rotating shifts aligned with the follow-the-sun model.
Work Model
- Follow-the-sun coverage with handoffs between India, Mexico, Egypt, and the US.
- Rotating shifts to ensure 24/7 operational support.
Pay: 10-18 LPA Fixed per Annum
Location: remote
MUST BE ABLE TO JOIN IN 30 DAYS OR LESS
We are building a Cloud Operations Support Team to provide 24/7 coverage using a follow-the-sun model. This team will be responsible for monitoring, troubleshooting, and resolving cloud infrastructure issues across global environments. We are hiring 5 Support Engineers (Level 1 and Level 2) based in India
This team will serve as the first and second line of defense for cloud operations, escalating complex issues to our Level 3 engineering team as needed.
Responsibilities
For Support Engineers (Level 1 & 2):
- Monitor cloud infrastructure and respond to alerts and incidents.
- Triage and resolve support tickets related to system performance, access, and configuration.
- Perform routine system administration tasks (e.g., user provisioning, patching, backups).
- Escalate unresolved or complex issues to Level 3 engineering teams.
- Document troubleshooting steps and resolutions in the ticketing system.
- Collaborate with peers across time zones to ensure seamless handoffs and coverage.
For Team Lead:
- Oversee daily operations and ensure SLA adherence across global support shifts.
- Coordinate handoffs between regional teams to maintain continuous coverage.
- Act as the primary escalation point for high-priority incidents.
- Mentor and coach support engineers to improve technical and operational performance.
- Collaborate with engineering and infrastructure teams to improve support workflows.
- Track team metrics and report on performance, ticket volumes, and resolution times.
Qualifications
Support Engineers:
- 2+ years of experience in cloud operations, system administration, or technical support.
- Familiarity with cloud platforms (e.g., AWS, Azure, GCP).
- Experience with ticketing systems (e.g., Service Now, Jira).
- Basic scripting or automation skills (e.g., Power Shell, Bash) is a plus.
- Strong communication and documentation skills.
- Willingness to work in rotating shifts aligned with the follow-the-sun model.
Work Model
- Follow-the-sun coverage with handoffs between India, Mexico, Egypt, and the US.
- Rotating shifts to ensure 24/7 operational support.
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