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Cloud Operations Support Specialist

2 months ago

Norcross, Georgia, United States USAN Full time
Job Overview

Position Title: Cloud Operations Support Specialist (Night Shift)

Summary:

We are seeking a dedicated Cloud Operations Support Specialist to provide exceptional support for our software services and AWS Managed Services clients during the night shift. In this critical role, you will ensure the seamless operation and swift resolution of client issues within our 24x7 Help Desk and Network Operations Center.

Key Responsibilities:

  • Collaborate effectively with team members to deliver outstanding client support.
  • Act as the primary Tier 1 & Tier 2 contact for our software services and AWS Managed Services clients, covering on-premises data centers, hybrid solutions, and cloud-based offerings.
  • Accurately document client interactions and issue resolutions using our ServiceNow IT Service Management (ITSM) platform.
  • Utilize established procedures and resources to diagnose and resolve issues within the timeframes outlined by Service Level Agreements (SLAs), ensuring client satisfaction.
  • Escalate issues to Tier 3 support teams as necessary, ensuring a smooth transition and resolution process.
  • Conduct regular audits of tickets in ServiceNow to maintain high standards of ticket quality and closure.
  • Manage outage recovery efforts, including customer notifications and documentation of outage timelines.
  • Monitor the health of platforms and applications using designated dashboards and diagnostic tools.
  • Review internal procedures to ensure they remain accurate and relevant in the current operational environment.

Qualifications:

  • Strong technical skills with a keen interest in problem-solving.
  • Excellent verbal and written communication abilities.
  • Ability to thrive in a high-pressure, 24x7 operational environment.
  • Willingness to work rotating shifts, including nights, weekends, and holidays.
  • Commitment to pursuing AWS Certifications (Cloud Practitioner, Solutions Architect, etc.).
  • A two-year college degree, technical school diploma, or two years of relevant industry experience.
  • Previous experience in a customer support or help desk role is preferred.
  • Familiarity with AWS services and cloud solutions is advantageous.

Benefits:

  • Competitive salary and comprehensive benefits package, with opportunities for career advancement.
  • Access to ongoing training, certification programs, and professional development resources.
  • A collaborative work environment that fosters innovation, teamwork, and excellence.
  • A supportive atmosphere focused on team success and continuous improvement.

Become a vital part of delivering exceptional support to our clients as they navigate the complexities of cloud-based services.