Role Purpose: The Cloud
Technical Engineer is responsible for ensuring the day-to-day operational
health of our managed cloud services. This role coordinates with Cloud
operations teams, Oracle and AWS support vendor, performs technical analysis of
cloud issues, oversees AWS billing operations (Bill-Ops) including payment
follow-ups, and acts as the primary liaison between application teams and cloud
operations.
Key Activities:
Support Team Management:
- Lead and coordinate
cloud services’s daily activities. (AWS and OCI ).
- Monitor response SLAs
and ensure timely resolution of incidents.
Case & Ticket Follow-Up:
- Track and escalate open
cloud support cases with Oracle and AWS.
- Maintain end-to-end
visibility of ticket flow through the managed service platform.
Technical Analysis &
Troubleshooting
- Diagnose and analyze
cloud infrastructure issues.
- Collaborate with
engineering and application teams to reproduce and remediate faults
- Track payment approvals
and ensure on-time settlement of cloud bills.
- Collaborate with AWS
Finance and Internal Finance for any invoice issue.
Application Teams
Relationship Management
- Facilitate communication
between application owners and support teams.
- Gather requirements for
cloud capacity, performance, and security.
Customer Experience &
Observability
- Manage
related observability tools and KPI to monitor performance and customer journeys
in cloud and contact center workplace.
Reporting & Governance
- Prepare weekly/monthly
status reports on open tickets, major incidents, and billing insights.
- Align operational
activities with Enterprise Architecture and CCoE standards.
Requirements
Education:
- Bachelor’s degree in
computer science, Information Technology, Engineering, or a related field.
Certifications:
AWS
Certified Solutions Architect – Associate.
ITIL
Foundation Certification.