Analyst | Cloud Computing | Mumbai - I-Think | Engineering

Key Responsibilities:Cloud Managed Services Support:Monitor cloud infrastructure using tools like CloudWatch, Azure Monitor, or third-party monitoring solutions.Handle basic alerts and incidents related to performance, availability, and security.Perform routine checks and maintenance tasks in cloud environments (e.g., AWS, Azure, Google Cloud).Assist with user access management, resource allocation, and cost optimization tasks.Escalate unresolved or complex issues to L2 or L3 support teams.ITSM and Ticketing:Respond to tickets generated through ITSM tools (e.g., ServiceNow, Jira, or Remedy) and resolve them within agreed SLAs.Document all incidents, problems, and changes accurately and comprehensively.Participate in Change Management processes, ensuring proper implementation and rollback plans.Follow Incident Management protocols to reduce downtime and ensure effective root cause analysis.Collaboration and Reporting:Work closely with L2/L3 engineers and other teams for issue resolution and knowledge transfer.Generate regular reports on incidents, service requests, and compliance metrics.Communicate with stakeholders regarding the status of incidents and service requests.Continuous Learning and Development:Stay updated with the latest trends in cloud services and ITSM tools.Participate in training sessions and certifications to enhance skills in cloud platforms and ITIL/ITSM frameworks.Required Skills and Qualifications:Technical Skills:Basic knowledge of cloud platforms like AWS, Azure, or Google Cloud (e.g., EC2, S3, VMs, networking basics).Familiarity with monitoring and ticketing tools (e.g., CloudWatch, Zabbix, Nagios, ServiceNow, Jira).Basic understanding of networking concepts (DNS, VPNs, firewalls).Exposure to scripting or automation (e.g., PowerShell, Bash) is a plus.ITSM Skills:Familiarity with ITSM frameworks and processes (e.g., Incident Management, Problem Management, Change Management).Understanding of SLA, OLA, and KPI concepts.ITIL Foundation Certification (preferred but not mandatory).Soft Skills:Strong communication and interpersonal skills.Excellent analytical and problem-solving abilities.Ability to work in a 24x7 environment, including rotational shifts.