We are looking for a
Technical Support Engineer
with
2–3 years of experience
to provide
L1 support for a production OpenStack private cloud workplace
.
The role involves monitoring platform health, handling incidents and service requests, performing routine cloud provisioning and operational activities, troubleshooting first-level issues, and escalating complex issues to the L2 team with complete diagnostic details.
The ideal candidate should have hands-on experience with
OpenStack, Linux, KVM, basic networking, virtualization and ticketing tools
and should be comfortable working in a
24x7 rotational shift environment
.
Key Responsibilities
- Monitor OpenStack platform health, service status and alerts across the environment.
- Acknowledge and respond to alerts within defined SLAs.
- Handle incidents and service requests through ticketing tools, including logging,
categorization, initial diagnosis and resolution.
- Provision and manage virtual machines, flavours, images, volumes, security groups, key pairs and floating IPs using
Horizon and OpenStack CLI
.
- Perform routine operational activities such as:
- Instance start/stop
- Instance resize
- Snapshot creation
- Volume attach/detach
- Quota checks
- Perform first-level troubleshooting of:
- VM boot failures
- Network connectivity issues
- Volume attachment issues
- Console access issues
- Check the status of core OpenStack services and perform service restarts as per documented procedures.
- Follow defined SOPs, runbooks and operational procedures.
- Escalate issues beyond L1 scope to L2 with complete troubleshooting and diagnostic information.
- Maintain accurate shift handover notes and update knowledge-base documentation.
- Support scheduled maintenance, patching and upgrade activities under L2 supervision.
- Work effect