Job description:

Experience in Supporting & implementing solution in mentioned areas:
Hands on experience on AWS Native (IaaS) Services
Delivery of AWS cloud IaaS related services to customers.
Responsible for providing end-to-end operations support for AWS IaaS services through monitoring, incident response, and incident resolution for the Public Cloud IaaS environment.
Support incidents affecting hosted IaaS services by providing these services to the owning teams who are customers of the PaaS & CaaS Platforms, in a timely manner.
IaaS services monitoring to ensure availability, reliability, security, and performance, responding to incidents and escalating them to the appropriate teams as required to ensure SLAs are met.
Follow incident, change, release, and problem management processes.
Participating in root cause analysis on incidents to ensure issues around are acted up on in a timely manner, using those processes to continually seek to improve the stability of the PaaS & CaaS environments for all customers.
Strong experience on IaaS services builds.
Experience in installation, configuration and troubleshooting cloud native IaaS services.
Understanding of ITIL framework of ticketing /Problem ticket/Change process, Emergency change

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases