Cloud Analyst

Responsibilities : Technical Support & Incident Management : - Provide first-line support for customer incidents related to public and private cloud platforms. - Monitor customer infrastructure on Azure, SolarWinds, and ScienceLogic to proactively identify and troubleshoot potential issues. - Manage service-related tasks, including troubleshooting Azure issues (public cloud), creating and escalating tickets to Microsoft support, resolving locally hosted cloud issues (private cloud), vSphere support, VM backups and restoration, etc. - Work collaboratively with customers to understand their needs and provide effective solutions. Knowledge Management & Collaboration : - Champion the KCS (Knowledge-Centered Service) methodology, creating comprehensive knowledge base articles for each customer interaction. - Foster collaboration with internal teams, partners, vendors, and hyperscalers to ensure a seamless customer experience. Innovation & Continuous Learning : - Be open to learning new skills and technologies to stay ahead of the curve in the cloud computing landscape. - Innovate and prototype new tools to streamline internal processes and improve service delivery. Qualifications : - Experience in first-line technical support within the hosting or data center operations industry (a plus). - Familiarity with public cloud platforms like Azure and private cloud technologies (vSphere, VM management). - Experience monitoring and troubleshooting cloud infrastructure using tools like Azure alerts, SolarWinds, and ScienceLogic (a plus). - Strong understanding of KCS (Knowledge-Centered Service) methodology for knowledge base creation. - Excellent communication and interpersonal skills to collaborate effectively with customers, internal teams, and partners. - Problem-solving and analytical skills to diagnose and resolve cloud-related issues. - A passion for innovation and continuous learning (ref:hirist.tech)

Location: in, IN

Posted Date: 11/27/2024