Technology Specialist, Cloud

About the Role

This role is for a Technology Specialist - Cloud at SHI Solutions India Pvt. Ltd.

Key Responsibilities

• Event Monitoring
• Threshold Parameters monitoring
• Alert Notification
• Incident, Problem, and Change Management
• Root Cause Analysis (RCA)
• Capacity Management
• Vendor Management
• Call closure as per defined call priority
• Monitoring Calls Assigned vs Calls Closed
• Timely escalation to the next level
• Adherence to Customer SLA (Response & Resolution)
• Initial acknowledgment of customer emails/requests with regular status updates
• Ensuring proper ticket closure comments
• Following basic telephone etiquettes
• Maintaining a professional standard of documentation: Solution Documents in KM, SDP updates, Project Docs, Audit Docs
• Complete understanding of Statement of Work (SOW)
• Information gathering (CMDB, Inventory)
• Infra/URL onboarding in tools
• Receiving required Knowledge Transfer (KT) and relevant project documents from SMEs
• Upgradation of skills required for project management
• Ensuring smooth functioning of Projects
• Customer Retention, actively demonstrating a ‘can do, will do attitude’, evidenced by customer feedback
• Periodic interaction with clients, maintaining standards of communication (verbal & written) with customers
• Project document maintenance, Ticket Updation, RCA Report, Daily/weekly/monthly activities timely execution
• TIL Process; Company & NOC Policy, Leave and Shift Management
• Preparing Comprehensive Monthly Reports as per the agreed format
• Timely reports as per the periodicity specified by the customer and acceptance of reports
• Participating in professional development opportunities to increase awareness, knowledge, and skills relevant to the job
• Sharing knowledge gained from professional development experiences with peers
• Participating in Internal Training conducted by Senior engineers on emerging domain technologies, important updates/design changes

Requirements & Tech Stack

• Proactively monitor and perform health check status of Customer Infrastructure on a daily basis
• Hands-on experience with different services in GCP
• Identify the Root Cause and provide a permanent fix, creating RCA
• Moderate understanding of TCP/UDP, packet handling, and sessions
• Abide by SOPs for appropriate escalation of unresolved issues to respective internal teams
• Ensure all calls are logged in the ticketing system and every activity is timely updated
• Ensure SLA obligations with internal and external stakeholders are observed and met; escalate to C Band as necessary using judgment and discretion
• Technical skills of Kubernetes
• Must be able to sit at the client place and coordinate with CloudOps team and Client
• Must have communication skills to face the client