This role is responsible for operate, support and maintain cloud connectivity. Provide tier II support for incoming incidents and/or change requests for 2nd shift. Prioritize incoming request, troubleshoot the issues and provide diagnostic data for escalation engineers. Proactively monitor and track health status of various components.
Maintain service request queue, communicate with customer in order to collect all the details and information required to fulfil requests.
Troubleshoot and collect data required for escalation engineers.
Review logs, flows and packet captures to identify issues.
Monitor cloud native and NVA`s (Cisco and Palo Alto Networks) health status.
Participate in on-call rotation.
Support day-to-day system maintenance activities, application and infrastructure availability issues.
Able to work and triage in matrixed organization with onshore and offshore technical teams.
Identify, develop and document operational process and runbooks.
Understanding of public cloud technologies such as: Azure, AWS, Google
Hands on experience with networking.
Hands on experience with Cisco and/or Palo Alto networks.
Experience with ticket managing.
Strong verbal/written communication, problem solving, analytical judgment skills to support an environment driven by customer and team work.
Ability to positively influence, and be a credible source of knowledge to influence and drive a pre-determined strategy and agenda.
Demonstrate interpersonal skills including presentation skills and the ability to interact with colleagues and customers at all technical levels.
Experience working with offshore teams.
Associate Degree or Equivalent Work Experience
At least one certificate from any of the following vendors: Cisco, Palo Alto, AWS, Azure, GCP
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