About this role
Job Description Knowledge, Skills & Abilities: Core Responsibilities
• Monitor operational alarms and respond to incidents in accordance with defined SOPs, MOPs, and runbooks. • Handle cloud tickets and support routine operational activities with strong attention to SLA compliance and ticket hygiene. • Participate in incident triage, escalation, coordination, and resolution activities. • Support shift handovers and maintain service continuity across operations. • Maintain accurate operational records, reports, and documentation. • Collaborate with internal teams, SREs, vendors, and stakeholders to support smooth daily operations. • Identify process gaps and contribute to continuous improvement initiatives. • Support knowledge base maintenance, operational reviews, and reporting activities. Additional Responsibilities for More Senior Candidates
• Serve as a first-level escalation point of contact for operational issues. • Guide major incident handling and support bridge calls when needed. • Oversee workload distribution and operational execution across shifts. • Coach junior team members and provide structured guidance and feedback. • Help drive process standardization, documentation quality, and operational excellence. • Act as backup team lead or operational coordinator when required.
Requirements / Qualifications Must-have Qualifications
• Bachelor's degree or equivalent practical experience in Computer Science, Information Technology, Engineering, or a related field. • Experience in operations, cloud support, network operations, technical support, or incident management environments. • Familiarity with alarm monitoring, ticketing systems, escalation workflows, and operational support processes. • Experience following or maintaining SOPs, MOPs, runbooks, or other structured operational documentation. • Strong troubleshooting and problem-solving skills, with a structured and detail-oriented working style. • Good communication and coordination skills, with the ability to work effectively across technical and non-technical stakeholders. • Ability to work in a fast-changing environment and manage multiple operational priorities. • Strong ownership, accountability, and execution mindset. Nice-to-have Qualifications
• Experience acting as a shift lead, escalation point, or operational coordinator. • Exposure to cloud infrastructure operations, service monitoring, or production support environments. • Experience supporting major incident response and stakeholder communications. • Experience maintaining documentation standards and improving operational workflows. • Exposure to automation, scripting, or process optimization initiatives. • Experience supporting reporting, metrics tracking, or service review preparation. • Prior experience working with distributed teams, vendors, or regional support functions.
Preferred Qualifications
• Proven ability to work independently with minimal supervision. • Experience mentoring team members or supporting onboarding and knowledge transfer. • Strong stakeholder management skills and confidence in escalation scenarios. • Interest in automation and continuous improvement of operational efficiency. • High adaptability, learning agility, and willingness to challenge inefficient processes. • Experience supporting projects or mini-projects under tight timelines.