Cloud Infrastructure Services Technician (India)

About Us Role Summary What you will do: - First-Level Incident Response:Serve as the first line of defence for incident management by promptly acknowledging alerts, triaging issues, and executing documented runbooks for a quick resolution. - Escalation and Coordination:Escalate unresolved or critical issues to appropriate support or engineering teams in accordance with defined ITSM escalation protocols, ensuring mnimal impact on service availability. - Incident Communication and Management:Act as the central point of contact for incident updates, ensuring transparent, timely, and accurate communication with internal stakeholders and affected business units. - Root Cause and Continuous Improvement:Participate in Root Cause Analysis (RCA) processes following major incidents and contribute to developing preventive measures and service improvement plans. - Standard Operating Procedures Adherence:To ensure consistent and reliable operations, follow and maintain standard operating procedures (SOPs), change management policies, and compliance requirements. - Proactive Problem Identification:Identify and proactively report potential risks, configuration issues, or performance bottlenecks, enabling preemptive resolution and optimisation. - Operational Readiness and Documentation:Maintain accurate documentation of systems, procedures, and incident logs and contribute to the enhancement of knowledge base articles and operational guides. - Support for Change and Release Activities:Assist in validating the stability and health of systems during planned maintenance, releases, or infrastructure upgrades, coordinating with relevant teams to ensure mnimal disruption what you will bring: - Proficiency in managing and troubleshooting services across at least one major cloud provider:AWS or Microsoft Azure. - Familiarity with core cloud services (Compute, Storage, Networking, IAM, Monitoring, Auto Scaling, etc.). - Hands-on experience with enterprise-grade monitoring tools such as Grafa .