Cloud Infrastructure Engineer

Job Overview

Role Proficiency:

Role will be mainly focused on Cloud Infrastructure Services productivity services which include, but is not limited to

Service Desk, Network and Server Monitoring and other first level support roles under the continuous guidance and

support from leads and SMEs.

REQUIREMENTS

• Learn infrastructure domain components, common tools and application used. Learn cloud basics.

• Ability to understand the client query and provide hardware / software / network problem diagnosis /

resolution via telephone/email/chat

• Ensure every issue/request is logged in the Ticketing tool without any lapses.

• Provide first Level remote support and IT related services to end users based on SOPs within agreed SLAs

• Route tickets to internal 2nd and 3rd level IT support staff appropriately

• Use the ITIL Framework to document and manage Incidents and work requests.

• Assign Service Requests / incidents to appropriate support teams and follow up until closure.

• Educate Users about Self-help articles, best practices thus creating awareness about IT systems usage.

• Co-ordinate with Level 2 teams during Major incidents and provide updates to Users.

• Ensure the ticket is updated with latest updates in a descriptive manner for future reference.

• We need them to be excellent in written and verbal communication, with willingness to work in a 24/7

environment through rotational shifts

• Opportunity is for Support/ Help desk role and not for development/ testing

Knowledge Examples

 Good analytical and problem-solving skills

 High level communication and collaboration skills

 Risk Analysis and Management

 Ability to adapt to a changing environment

 Communicate with Team members effectively and efficiently.

Eligibility Criteria

 Excellent English communication skills – written and verbal

 Graduation: B Tech/ BE/ MCA/ MBA Any discipline.

 Year of Pass out: 2024/ 2025 Graduates

 Back Logs:  No Standing Backlogs / Arrears

 Work Location: Hyderabad

 CTC– 4.25 LPA