Cloud Operations Support Engineer

Title : Cloud Operations Support Engineer

Pay : 10-18 LPA Fixed per Annum

Location : Remote

We are building a Cloud Operations Support Team to provide 24 / 7 coverage using a follow-the-sun model . This team will be responsible for monitoring, troubleshooting, and resolving cloud infrastructure issues across global environments. We are hiring 5 Support Engineers (Level 1 and Level 2) based in India

This team will serve as the first and second line of defense for cloud operations, escalating complex issues to our Level 3 engineering team as needed.

Responsibilities

For Support Engineers (Level 1 & 2) :

Monitor cloud infrastructure and respond to alerts and incidents.

Triage and resolve support tickets related to system performance, access, and configuration.

Perform routine system administration tasks (e.g., user provisioning, patching, backups).

Escalate unresolved or complex issues to Level 3 engineering teams.

Document troubleshooting steps and resolutions in the ticketing system.

Collaborate with peers across time zones to ensure seamless handoffs and coverage.

For Team Lead :

Oversee daily operations and ensure SLA adherence across global support shifts.

Coordinate handoffs between regional teams to maintain continuous coverage.

Act as the primary escalation point for high-priority incidents.

Mentor and coach support engineers to improve technical and operational performance.

Collaborate with engineering and infrastructure teams to improve support workflows.

Track team metrics and report on performance, ticket volumes, and resolution times.

Qualifications

Support Engineers :

2+ years of experience in cloud operations, system administration, or technical support.

Familiarity with cloud platforms (e.g., AWS, Azure, GCP).

Experience with ticketing systems (e.g., ServiceNow, Jira).

Basic scripting or automation skills (e.g., PowerShell, Bash) is a plus.

Strong communication and documentation skills.

Willingness to work in rotating shifts aligned with the follow-the-sun model.

Work Model

Follow-the-sun coverage with handoffs between India, Mexico, Egypt, and the US.

Rotating shifts to ensure 24 / 7 operational support.