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Cloud Support Analyst - US

Location: , United States
Date Posted: Jan 13, 2022

Job Description

Description

Summary:

The Cloud Support Analyst will be reporting to the Manager of Cloud operations.

Daily responsibilities include:
  • The CSA is part of the technical team, supporting Securonix cloud’s 24/7 operational responsibilities for our clients application environments hosted on our cloud infrastructure.
  • The CSA monitors and maintains our Cloud environment 24 hours a day, 7 days a week. 
  • The goal of the team, and the overall organization, is to build strong
    customer relationships, and deliver total customer satisfaction through world-class support.
Responsibilities: 
    • This position will be monitoring the cloud environment; identifying and troubleshooting issues; reviewing and creating tickets with good
      documentation; managing incident tickets; escalating issues; working with engineers to resolve issues and alerts; and participating in other operational activities when needed.
    • First level support for all monitoring events, based on documented
      instructions.
    • Ticket creation, documentation, remedial administration, Ownership of Incident.
    • Monitor events and raise tickets for events, Alert validation.
    • Acknowledge cases and tickets, answer client calls.
    • Update ticket based on client feedback on calls or change in alert.
    • Level 1 troubleshooting based on documented work instruction.
    • Improve application scalability and availability by proactive monitoring.
    • Work independently to troubleshoot & investigate incoming requests
      within strict SLA boundaries.

    Core Competencies: 
    • Customer Oriented – Attentive and responsive to customer (internal and external) concerns.
    • Communication – Provides clear and timely written and verbal updates (including technical details).
    • Results Oriented – Identifies, confronts and overcomes barriers to
      successful completion of a task or project; “puts first things first”.
    • Problem Solver – Identifies patterns and can help develop solutions.
    • Self-Aware – Aware of impact on others; aware of strengths and
      weaknesses.
    • Collaborative – Encourages a participative process; has a “win-win”
      orientation.
    • Adaptable – Capable of adapting to others and new situations; flexible; can handle multiple tasks.
     Basic Qualifications:
    • Minimum 6 months experience in product support, cloud support or
      monitoring.
    • Familiarity with either SaaS, PaaS, IaaS, Cloud infrastructure.
    • Linux, AWS, Hadoop, MySQL basic knowledge.
    • Demonstrates experience in dealing with incident detection, resolution, and coordination of resolution efforts with both our customer and internal resolver teams.
    • Customer oriented, excellent verbal and written communication skills in English.
    • Demonstrates experience in dealing with incident detection, resolution, and coordination of resolution efforts with both our customer and internal resolver teams.
    • Customer oriented, excellent verbal and written communication skills in English.
    • Strong analytical and technical problem-solving skills.
    • Ability to grasp technical concepts quickly and explain them to others.
    • Self-starter, multitasking, independent, responsible.
    • Good interpersonal communication with other team members.
    • Strong initiative and teamwork.
    • Understands the business impact of critical issues.
    • Bachelor's degree in Computer Science, Information Systems, and/or related technical experience.
     
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