Hr Manager

ROLE CLARITY DOCUMENT

Name:

Role:

Cloud Engineer - AWS

Teams to Manage

Managed Services

Role Definition

Typical 0-1 Year of Experience. Cloud Engineer will be the first point of contact for the client to request for any service to be fulfilled.

Responsibility and Deliverables

Create/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. (If required)

Participate in Patch Management activities. (If required)

Zero Unscheduled Leaves, Strictly Adhere to Roster.

Following KB for effective Client communication over the phone calls.

Tasks and Activities

Alert Monitoring

Queue 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.

Reporting P1 Level Issues & Working with Seniors to resolve them within SLA.

SOP/KB creation

Preparing Weekly/Monthly Reports

Attending Internal & External Trainings (Mandatory)

Knowledge

ITIL Framework (Ticket Management)

AWS Cloud Framework

Customer Handling

Project Task Management

Reporting