Cloud Operations Technician




• Perform Incident and Request Management tasks

o Ensure a proper ticket resolution based on cloud resolution SLAs.

• Coordinating the review and validation of Cloud provisioning requests with P&G Architecture, Security and Network contacts as needed.

• Monitor the Service Requests and Incidents queues

o Assign Requests or Incidents to available technician.

o Ensure a proper ticket response based on the cloud response SLAs.

o Perform Periodical Communication with customer (status, follows, general information)

• Provisioning of Cloud resources like Virtual Machines, Databases, PaaS etc. including but not limited to tasks like:

o Preparation of Application-specific provisioning templates.

o Creation of resources using App-specific + standard templates.

o Validation/testing of created resources before handing over to customers.

• Changing the configuration of existing Cloud resources, including but not limited to:

o Capacity increases/decreases.

o Contact changes.

o Cost center changes.

• Decommissioning/eliminating Cloud resources and any associated clean-up tasks.

• Updating and testing Operating System images and/or new PaaS by following standard procedure.

• Creating and modifying end-user accesses to the different Cloud environments.

• Monitor of Cloud Platform resources o Raise Incidents or Resolve Incidents as a result of monitoring.

• Updates Knowledge Database documents after new incidents are resolved.

• Creation of Scripts to automate repetitive tasks needed to complete a Request or Incident.

• Document and Handover Incidents that require continuous support.

• Raise and Manage Support Incidents with Cloud Service Providers

o Perform periodical follow-ups with Cloud service provider agents.

o Perform periodical communication with customer affected.

• Transition in new procedures, tools deployed by Cloud Architecture Team

• Responsible of executing defined tasks in the Cloud Process Runbook

• Responsible to provide Customer guidelines and educate about internal cloud processes.

Location: Client Sites

Status: Active

# of Positions Available: 7


• Basic to intermediate programming/coding skills. (Powershell, Python, Bash, etc)

• Basic to intermediate System Administration skills.

• Basic to intermediate English language, both written and spoken.

• Basic knowledge of computer networks is helpful, but not required.

• Basic knowledges about ITIL processes.

• Basic knowledge to use Service now tool is helpful, but not required.

• Certifications on Amazon AWS or Microsoft Azure are helpful, but not required.

• Ability to work with people remotely using technology tools (email, instant messaging, etc).

• Effective communication (both written and spoken) to provide guidelines, status and Issue resolutions

. • Proactivity to improve processes and eliminate barriers.

• Customer service oriented.