Job: Cloud Support Manager at Main One Cable

Job Type: Permanent


The Cloud Support Agent will be responsible for providing first level support to MainOne cloud and managed services customers in accordance with the customer’s SLA requirements.

Other responsibilities include:

Respond to operational demands with work breakdown schedules (WBS) or an implementation plan
Work with GNOC team, Cloud Operations team as well as Managed Services team in a system of shifts to provide 24/7 support to Cloud customers.
Troubleshoot (Microsoft private cloud with Windows Azure package and Azure Stack), cloud (AWS, Azure) and hybrid solutions.
Provide prompt support to internal and external customers
Prepare documents and reports as needed
Provide support to customers during escalations
Open the support ticket, update it and close it accurately
Identify, recommend and implement potential improvements to service efficiency.
Adhere to support processes and procedures to ensure customer satisfaction and service level objectives (SLOs).
Identify, recommend and implement potential improvements to service efficiency.
Ensure that quality and up-to-date documentation exists for all service agreements
Work with cloud implementation and cloud solutions teams to deliver client projects.

Qualifications, Skills & Competencies

A bachelor’s degree in computer science, information management or a related engineering field is preferred
Experience with Microsoft public, hybrid and private cloud
Technical expertise in cloud service delivery models, including infrastructure as a service, platform as a service, and software as a service; automating; hypervisors; containers; compute, storage and virtual networks; virtual infrastructure management; self-supply; and scaling.
Experience working with Windows/Linux operating systems
Minimum of 2 years of experience working with Microsoft System Center 2012 or later versions
Minimum of 2 years of experience in a virtualization and cloud environment.
Strong Cloud experience skills (AWS or Azure)
Powershell scripting experience will be an added advantage
Networking experience will be an added advantage.
Linux, Hyper-V, Windows Server, Microsoft System Center, VMware, Storage and other Cloud technologies certifications are considered an asset for this position.
Excellent customer engagement skills
Excellent oral and written communication skills
Ability to follow project phases or lifecycle, following project implementation guidelines to achieve efficiency in project delivery
Good understanding of networking in a cloud-based environment
Skills for problem solving
Prioritize skills
Troubleshooting skills.

Job requirements:

Ability to appropriate
High level of initiative and creativity in carrying out assigned tasks.
Ability to work under pressure
Ability and willingness to work long hours and meet tight deadlines when required.

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