System Engineer (Cloud Ops)

Brief Background

The Associate CloudOps plays a foundational role in supporting the operations of cloud infrastructure platforms. The Associate should possess a basic understanding of virtualization, cloud concepts, and IT operations. This role emphasizes proactive incident management, learning through hands-on tasks, and supporting day-to-day technical operations under guidance. The associate is also expected to follow defined procedures, escalate issues when required, and continuously improve their skill set.

Name of the Role/ Domain

CloudOps

What the Role needs to Achieve

• Ensure smooth operation of the support function of the complete cloud infrastructure.
• Escalate issues not resolved within TAT to the next level.
• Manage the ticket board and the incidents according to the SLA/priority of the tickets.
• Act on monitoring alerts from the system for failures, and errors in performance.
• Actively participate in ongoing process improvement, problem resolution & workflow improvements.
• Execute assigned operational tasks accurately and within defined timelines.
• Adhere to established SOPs, escalating issues promptly when required.
• Maintain updated documentation of tasks performed for transparency and audits.
• Support smooth operations by proactively monitoring system health and reporting anomalies.
• Demonstrate learning agility to gain technical proficiency in cloud platforms and tools.

ROLES AND RESPONSIBILITIES

• Execute day-to-day operations tasks assigned.
• Perform monitoring of tickets, and performance of servers, storage, and backups.
• Assist in patch management activities.
• To provide the required system reports on demand or as per the schedule.
• Analyze issues, evaluate options, and suggest recommended solutions.
• Should strongly follow SLA management.
• Coordination between other teams to ensure incident resolution.
• Handle issues with snapshot revert and associated issues
• Perform ad hoc requests related to resource allocation to organizations.
• Support the incident response team by collecting information and preparing initial reports for senior review.
• Help with the documentation of security processes, ensuring they meet ISO 27001, 27017, and 27018 compliance requirements.
• Participate in internal training to upskill on cloud platforms.
• RCA drafting.
• Ability to work in shifts and manage priorities.

ESSENTIAL KNOWLEDGE AND SKILLS REQUIRED

• Good practical experience working with various cloud systems and virtualization platforms.
• Understanding High Availability and Redundancies for different components.
• Experience in Troubleshooting VMware, Xen, and Hyper-V-related issues.
• Basic understanding of Windows/Linux OS.
• Basic understanding of Cloud Monitoring tools.
• Good documentation and communication skills.

EDUCATIONAL QUALIFICATIONS

• B.E/B. Tech or Equivalent Degree in Computer Science
• VMware Certified Technical Associate
• Microsoft Certified Associate
• Amazon Certified Associate

EXPERIENCE

2+ Years relevant experience on a high-volume enterprise help desk or similar support role.