CDW - System Administrator - Ticketing SystemCDW • Hyderabad
CDW - System Administrator - Ticketing System
CDW • Hyderabad
30+ days ago
Job descriptionDeliver exceptional support, meeting or exceeding Service Level Agreements Manage customer expectations and act as their advocate. Handle confidential customer information and environments with the utmost care Contribute to customer satisfaction, retention, and overall success. Administer monitoring systems, such as New Relic, CrowdStrike, and BigPanda. Perform routine tasks such as access management, application restarts, and instance resizing Provision new AWS infrastructure per customer requests. Follow the change management process for customer changes Manage backups and patching for customer environments. Maintain comprehensive documentation for all support activities Continuous Improvement. Stay updated on AWS services and best practices. Contribute to the development of internal knowledgebases and runbooks Participate in post-incident reviews and implement lessons learned. Experience managing AWS cloud workloads, particularly EC2, RDS, VPC, and CloudWatch Foundational Linux and Windows system administration skills. Excellent problem-solving abilities and customer service orientation. Ability to work a flexible schedule including nights, weekends, and holidays AWS Associate Certification (required within 90 days of hire). Excellent written and verbal communication skills in English.
About the Job :
As a Service Desk Engineer, you will be part of a multicultural 24x7x365 Cloud Operations team, you will provide best-in-class customer support for AWS Cloud Infrastructure.
Your role will be to handle incidents caught by monitoring tools and seeing them through to resolution in a timely manner.
Responsibilities :
Incident Management :
- Triage and manage service desk tickets efficiently.
- Assess and respond to alerts, incidents, and customer requests promptly Provide first-call resolution for reported issues and alerts.
- Escalate complex issues to Cloud Operations Architects Customer Success.
Customer Success :
Technical Operations :
Continuous Improvement :
Requirements :
(ref : hirist.tech)
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System Administrator • Hyderabad
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