Title: L1 Cloud Support Engineer 

Reports to: Technical Operations Manager 

Job Description:

• 1st 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