Associate Consultant

Job description:

Experience in Supporting & implementing solution in mentioned areas:
Hands on experience on AWS Native (IaaS) Services
Delivery of AWS cloud IaaS related services to customers.
Responsible for providing end-to-end operations support for AWS IaaS services through monitoring, incident response, and incident resolution for the Public Cloud IaaS environment.
Support incidents affecting hosted IaaS services by providing these services to the owning teams who are customers of the PaaS & CaaS Platforms, in a timely manner.
IaaS services monitoring to ensure availability, reliability, security, and performance, responding to incidents and escalating them to the appropriate teams as required to ensure SLAs are met.
Follow incident, change, release, and problem management processes.
Participating in root cause analysis on incidents to ensure issues around are acted up on in a timely manner, using those processes to continually seek to improve the stability of the PaaS & CaaS environments for all customers.
Strong experience on IaaS services builds.
Experience in installation, configuration and troubleshooting cloud native IaaS services.
Understanding of ITIL framework of ticketing /Problem ticket/Change process, Emergency change

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations orL3 level support and doing incident and problem management
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.