Senior Document Controller

4 weeks ago


dubai, United Arab Emirates Mace Full time
ROLE CLARITY DOCUMENTName:Role:Sr. Cloud Engineer - AwsTeams to ManageManaged ServicesRole DefinitionTypical >2 Years of Experience in Cloud Infrastructure. Sr. Cloud Engineer will be the Second point of contact for the client to request for any service to be fulfilled.Responsibility and DeliverablesCreate/Assign/Update/Review tickets or Service-Requests logged in the Support Portal.Resolve tickets/request logged in the Support Portal.Triaging of tickets with internal teams when necessary.Acquire functional knowledge about the product and be able to identify and resolve the customer
s issues.Should be able to perform all other such tasks as may be required to provide a response/resolution to the customer within SLA parameters.Should be able to meet customers
expectations.Be able to generate reports and information to the higher manager management as and when required.Should be able to perform ad-hoc related tasks as and when required.Participate in Release Management activities.Participate in Patch Management activities.Participate in Well-Architected Review.Participate in Cost Optimization Review.Tasks and ActivitiesAlert Monitoring & ManagementQueue Management- Ticket Classification, Ticket Tagging.Resolving Assigned tickets within SLA and shift.Ensuring Minimum Ticket Handover to the next shift.Closure of all Task/Activities Assigned before the Due Date Assigned.Resolving P1 Level Issues & Working with Seniors within SLA. Preparing RCASOP/KB creationPreparing Monthly & Quarterly ReportsAttending Internal & External Trainings.Good TO HAVEITIL Framework (Ticket Management)AWS Cloud FrameworkCustomer HandlingProject Task ManagementReporting AWS - Cloud Engineer#J-18808-Ljbffr
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