Title: L1 Cloud Support Engineer 

Reports to: Technical Operations Manager 

Job Description:

1st Line Support for Cloud based applications (AWS, Azure, Google Cloud)

Investigate and resolve incidents at first line to maintain application availability

Supporting circa 100 cloud based applications

Communicate updates with requesters and stakeholders throughout incidents via ticketing platform and instant messenger

Participate in technical investigations and relay/update stakeholders on progress

Able to analyze service dashboards to identify issues with services

Able to follow written runbooks to restore service quickly and efficiently

Knowledge of ITIL Processes including Incident Management, Request Fulfillment, Change Management 

24 x 7 Operation, need to be willing to operate in rotational shift patterns

Work to contracted Service Levels - response and resolution targets

Prioritize your workload based on priority relating to business impact 

Effectively and efficiently escalate to other support teams when need additional support

Escalate to senior stakeholders during Major Incidents

Identify areas of improvement and raise them as part of continual service improvement

Willing to share knowledge and documentation to continuously improve knowledgebase 

Interacting with colleagues and customers across the globe 

Requirements:

Strong written and verbal English

At least 1 year working with a SaaS (Software as a Service) product / service

Experience working within AWS or Azure is desired 

Understanding of incident management, service request fulfillment 

Experience in working in an ITSM Tool (ticketing tool such as FreshService, ServiceNow, Remedy, Salesforce, HP Service Manager)

Willing to work rotational Shifts for 24x7 service coverage