About the Role
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How You’ll Make a Difference
Incident & Alert Handling
- Serve as the first cloud support contact for incidents escalated by DC Operations / CSM Ops.
- Acknowledge, validate, classify, and log incidents based on severity and business impact.
- Execute predefined Standard Operating Procedures (SOPs) for common alerts and known issues.
- Escalate SEV1/SEV2 incidents to L2 Cloud Engineers and CSM Ops as per the escalation matrix.
- Implement minor configuration changes and patches. Analyze performance metrics to identify potential bottlenecks.
- Collaborate with L3/Application Support/CSM teams on post-incident reviews and problem management.
Advanced Incident Management
- Act as the primary technical responder for escalated incidents from L1.
- Perform deep-dive root cause analysis for Huawei and AWS clou...
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