Cloud Specialist 2 - Dehradun, India - Hyland
Description
OverviewJob Description
The Cloud Specialist 2 is primarily responsible for responding to and resolving monitoring alerts responding to and resolving requests from customers partners and the company services team responding to incidents working Disaster Recovery failover testing and working scheduled maintenance windows within the cloud environment.
Respond to basic inbound phone calls tickets and emails from internal and external resources requesting assistance with cloud hosted solutions with applying best practice knowledgeInteract with customers partners and internal resources to understand needs as it relates to their ticket request ; provide proactive suggestions as well as answers in regards to hosted solutionsRespond to alerts from internal monitoring tools and take corrective action to resolve timely by applying best practice knowledgeAssist supporting cloud infrastructure networking and other hosting tools to ensure high availability of customer solutions by applying best practice knowledgeAssist with testing and maintaining systems and processes as it relates to the cloud business continuity disaster recovery planTroubleshoot and resolve basic cloud issues utilizing the company's systems utilities and support processes with direct oversight from team members; apply best practices for problem resolutionPerform scheduled environment refresh requests of data to assist customers partners and internal resources while applying best practices of the processProvide regular and frequent communication to customers; ensure customer is fully advised as to the progress or delay to the resolution of their issueContribute to internal documentation that fully reflects all activity related to resolution of issues and maintaining of hosted systems applying best practicesAssist in gathering information for audits to ensure compliance with established standards policies and configuration guidelines.
Associate's degree or equivalent experienceBasic experience with process improvementBasic experience with solving issuesGood oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tactGood collaboration skills applied successfully within teamGood critical thinking analytical and problem solving skillsGood interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of departmentGood organizational multi-tasking and time management skillsAbility to use original thinking to translate goals into the implementation of new ideas and design solutionsGood ability to establish rapport and gain the trust of others; effective at gaining consensusSelf-motivated with the ability to manage projects to completion with oversightGood ability to handle sensitive information with discretion and tactGood attention to detailDemonstrated ability to influence motivate and mobilize team members and business partners; ability to work independently and in a team environmentKnowledge of principles of systems administration including Dell Cisco and/or HP hardwareGood knowledge of Microsoft Server environments including Microsoft Active Directory networking storage and virtualization technologiesUp to 10% travel time required