Senior Cloud Reliability Engineer (Support role)

The CRM Analyst will monitor all incoming alerts using various tools and perform actions based on predefined instructions. This position includes performing 1st level troubleshooting, manual alert correlation, and resolving issues as required.

• Responsible for the infrastructure monitoring, and will receive/report all Incidents or service requests
• Responsible for the day to day communication with clients and to facilitate the resolution and fulfillment of Incidents and Requests.
• Ensures that the VM uptime and connectivity of the IT systems infrastructure environment are operational
• Used standard procedures to troubleshoot and resolve issues concerning the IT system infrastructure environment being managed
• Work with other support teams, customer-side support and end users, and vendors to facilitate the resolution of incidents
• Track all technical issues and properly record on existing ITSM/Ticketing Tools and update accordingly
• They use a ticketing system to enable them to update details in real time regarding the current issues being resolved
• Help ensure that incidents are resolved within the committed SLAs

• Experience working as a Support Engineer/Analyst, Service Desk and/or Incident Manager
• Experience deploying, managing, and troubleshooting network infrastructures.
• Knowledge or background on server hardware systems
• Knowledge or background on Cloud technologies like vmware, gcp,aws,etc.
• Familiarity with ITSM/Ticketing and monitoring tools

Required Skills:

• Excellent troubleshooting skills.
• Fast learner and keen attention to details
• Ability to work flexible hours and a 24x7 working environment
• Good written and verbal communication skills.
• Ability to work well under pressure