Cloud Support Engineer

Role & responsibilities

Platform Operations provides operations and technical support services for all cloud platforms including AWS, Azure, GCP, VDI, and AWS-Workspaces. Team provides 24*7 Operational Support and during weekends provides on-call support.
Support:

• Level II & III Operational support for all cloud events/incidents and engages cloud platform teams or the cloud service provider/TAM team if necessary
• Provides request management supports for all three Cloud Providers and suggest the best possible solutions.
• Perform operational monitoring checks, including availability, health, and security advisories
• Provide CMS and end-user with SAAS configurations supports
• Provide support to Cloud Service outages across the globe
• Configuration (to ensure environments meet minimum policy standards)
• Compliance (to ensure the platform meets controls frameworks standards)
• Capacity (to ensure continuity of service for network, storage.
• Supports of Compliance and Resilience related Audits.

Services:

• Cloud User account provisioning
• Cloud Platform level monitoring
• Network configuration (VPC, VNET, IP Flows)
• User access issues
• Account Provisioning and decommissioning
• Incident & Requests management
• Updates to accounts/PODs (e.g., WBS codes, user quotas) via the OneCloud portal
• Exception handling
• SAAS based configurational supports.
• IAAS based configuration supports.
• Consult and provide feedback to platform and product team