Location: Bengaluru
Experience: 3-5 years
We are seeking a skilled Senior Engineer to join our Cloud & Infra Management team. This role involves providing advanced technical support, managing critical cloud and on-premise infrastructure, and ensuring the stability and performance of our systems. The ideal candidate will possess strong problem-solving abilities and a solid understanding of IT service management principles.
Job Description:
1. Manage and maintain robust cloud infrastructure environments, including virtual machines, networking, storage, and security services.
2. Provide advanced technical support for complex incidents and service requests, utilizing Servicedesk tools for efficient tracking and resolution.
3. Diagnose and resolve critical infrastructure issues, ensuring minimal downtime and service disruption for business-critical applications.
4. Implement and manage monitoring, alerting, and logging solutions to proactively identify and address potential system performance bottlenecks or failures.
5. Participate actively in incident, problem, and change management processes, adhering to established ITIL best practices.
6. Collaborate with cross-functional development and operations teams to optimize cloud resource utilization, performance, and cost efficiency.
7. Assist in the design, development, and implementation of infrastructure automation scripts and tools to streamline operational tasks.
8. Ensure the application of security best practices and compliance standards across all managed infrastructure components.
9. Document technical procedures, configurations, and troubleshooting guides to maintain comprehensive knowledge bases.
10. Contribute to the continuous improvement of infrastructure services and operational processes.
Skills and Qualifications:
* Mandatory experience with Servicedesk operations and IT Service Management (ITSM) tools.
* Proven experience in managing and supporting cloud platforms (e.g., Azure, AWS, GCP).
* Solid understanding of networking concepts, security principles, and operating systems (Windows, Linux).
* Experience with infrastructure monitoring and logging tools.
* Strong analytical and problem-solving skills with a methodical approach to troubleshooting.
* Excellent verbal and written communication skills, with the ability to articulate complex technical information clearly.
* Ability to work effectively both independently and as part of a collaborative team.
* Familiarity with scripting languages (e.g., PowerShell, Python) for automation is a plus.
Key Responsibilities:
* Ensure high availability and performance of cloud and on-premise infrastructure.
* Respond to and resolve escalated technical issues in a timely and effective manner.
* Contribute to the development and enforcement of operational standards and procedures.
* Engage in continuous learning to stay updated with emerging cloud technologies and best practices.
its better if you could share me 3 or 4 screening questions to avoid rejection
The first thing we look for is communication skills. as this is a customer facing role. The ideal candidate should be proficient in customer handling skills.
This would be a much better JD
* **Experience Required:** 1 to 6 Years
* **Work Mode:** Rotational Shifts (Including Night Shifts & Rotational Week Offs)
* **Domain:** Cloud Technical Support / Customer Operations
## **About the Role**
We are seeking a dynamic, customer-focused, and technically inclined professional to join our support team. In this role, you will act as the first point of contact for our clients,
assisting them with foundational inquiries and technical issues related to cloud environments. If you excel at communication, love solving problems, and want to kickstart or grow your career in cloud computing, this is the ideal opportunity for you.
## **Key Responsibilities**
* **Customer Support:** Handle incoming technical support requests and inquiries via multiple channels (email, chat, or phone) with a high degree of professionalism and empathy.
* **Issue Resolution:** Diagnose and troubleshoot basic technical issues, providing accurate and timely solutions to customers.
* **Azure Cloud Assistance:** Utilize a basic understanding of Microsoft Azure to guide clients, navigate cloud infrastructure questions, and assist with initial setup or configuration queries.
* **Escalation Management:** Document customer issues meticulously and escalate complex technical problems to advanced engineering teams when necessary.
* **Client Satisfaction:** Deliver exceptional customer service experiences, ensuring high satisfaction ratings and fostering positive client relationships.
## **Key Requirements & Qualifications**
* **Experience:** 1 to 6 years of professional experience in technical support, IT helpdesk, or customer-facing operations.
* **Cloud Knowledge:** A foundational understanding of the **Microsoft Azure** cloud platform and its core services (certifications like Azure Fundamentals are a robust plus).
* **Communication Skills:** **Excellent verbal and written communication skills**, with the ability to explain technical concepts clearly to diverse clients.
* **Customer Handling:** Proven ability to manage customer expectations, handle escalations with patience, and deliver client-first solutions.
* **Shift Flexibility:** Must be comfortable working in **rotational shifts (including night shifts)** and **rotational week offs** based on operational needs.
📌 Technical Support Engineer (Bengaluru)
🏢 LTM
📍 Bengaluru