Sr Cloud Operations Specialist

Role Description:
As a Support Engineer, Cloud Tenant Management Operations, you play a crucial role in ensuring that products are delivered efficiently and meet client expectations. Heres a detailed role description:
Technical Support: Provide technical assistance and support for product-related issues, ensuring timely resolution and maintaining high customer satisfaction.
Troubleshooting: Diagnose and troubleshoot technical problems, including software, hardware, and network issues.
Product Installation and Configuration: Assist customers with the installation, configuration, and optimization of products.
Documentation: Create and maintain detailed documentation of support processes, issues, and resolutions.
Customer Training: Conduct training sessions for customers and internal teams to ensure effective product usage.
Feedback Loop: Work closely with product development teams to provide feedback on product performance and customer issues.
Performance Monitoring: Monitor product performance and proactively identify potential issues.
Compliance: Ensure all support activities comply with company policies and relevant regulations.

Responsibilities:
Accountable for provisioning the customer environments as per UKG standards. Ensure products are set up correctly and functioning as intended.
Provide technical assistance and support for product-related issues.
Ensure timely resolution of customer issues to maintain high satisfaction levels.
Provide technical assistance and support for Implementation related issues.
Ensure timely resolution of customer issues to maintain high satisfaction levels.
Assist customers with the installation, configuration, and optimization of products.
Create and maintain detailed documentation of support processes, issues, and resolutions.
Ensure documentation is up-to-date and accessible to relevant stakeholders.
Work closely with product development teams to provide feedback on product performance and customer issues.
Suggest improvements based on customer feedback and support experiences.
Monitor product performance and proactively identify potential issues.
Implement monitoring tools and practices to ensure product reliability.
Ensure all support activities comply with company policies and relevant regulations.
Stay informed about industry standards and best practices.

Qualifications:
Preferred experience from Product organization.
BE/BTECH or equivalent with 3-5 years of experience managing infrastructure technologies based on Linux/windows & implementing or supporting enterprise software applications and hardware used in web environments (Kronos/Oracle/PeopleSoft/SAP Human Resources/Payroll/Time and Labor preferred).
Hands-on experience in performance tuning and capacity planning.
Knowledge of public cloud (preferably GCP) and Linux environment.
PM Methodology certification is an advantage.
Advanced working knowledge of Excel, PowerPoint.
Working experience of creating KPI reports, Power point presentations and status reports is a must.
Strong verbal, written and presentation is a must.
Detail-oriented and must have an aptitude for solving unstructured problems. The role will require the ability to extract data from various sources and to design/construct/execute complex analyses to finally come up with data/reports that help solve the business problem.