Job Description

Job Summary

As a Subject Matter Expert in Support and Operations, you will play a critical role in ensuring timely resolution of escalations and incidents while adhering to quality standards and service level agreements. Your expertise in IaaS with AWS and Terraform will be instrumental in driving operational excellence and enhancing customer satisfaction through effective communication and collaboration with key stakeholders.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Using Aws And Terraform, In Alignment With Agreed Service Level Agreements.
2. Mentor Team Members And Administrators By Preparing Standard Operating Procedures And Maintaining Comprehensive Documentation, While Facilitating Knowledge Sharing Across The Support Team.
3. Validate Change Order Implementation Plans And Assess Human Error Compliance, Actively Participating In Capacity Planning Initiatives To Optimize Resource Allocation.
4. Engage With Customers Through Meetings To Understand And Address Issues, Ensuring Positive Feedback And Satisfaction With Support Services.
5. Conduct Thorough Analyses Such As Root Cause Analysis And Trend Analysis Using Aws Tools, And Present Findings To Key Business Stakeholders To Enhance Operational Performance.

Skill Requirements

1. In-Depth Knowledge Of Iaas, Specifically Aws And Terraform, Demonstrating Advanced Proficiency In Cloud Infrastructure Management.
2. Strong Analytical Skills For Performing Root Cause And Trend Analyses To Identify And Mitigate Issues.
3. Excellent Communication And Interpersonal Skills For Effective Collaboration With Business Stakeholders And Customers.
4. Proficient In Creating And Maintaining Documentation And Standard Operating Procedures.

Other Requirements

1. Aws Certified Solutions Architect � Associate (Optional But Valuable).
2. Terraform Associate Certification (Optional But Valuable)