Executive - Managed Services

Responsibilities

• Proactively monitor cloud resources and services to identify performance issues, errors, and outages.
• Respond to system alerts and incidents, ensuring quick identification, diagnosis, and resolution of issues.
• Perform routine checks on cloud infrastructure to maintain operational efficiency and security.
• Provide first-level troubleshooting for cloud-based services and escalate complex issues to L2/L3 teams as required.
• Document and categorize incidents, ensuring adherence to established incident management workflows.
• Collaborate with internal teams to diagnose recurring issues and contribute to problem resolution efforts
• Provide timely support to end-users for cloud-related queries, including access, permissions, and basic troubleshooting.
• Implement and manage service requests for cloud resource provisioning, modifications, and decommissioning.
• Ensure all user requests are logged, tracked, and resolved according to established Service Level Agreements (SLAs).
• Support the implementation of changes to cloud infrastructure according to approved change requests.
• Keep accurate and current records of cloud configurations to ensure compliance with change management processes.
• Take part in change advisory board (CAB) discussions when needed.
• Maintain comprehensive documentation of cloud resources, configurations, and operational procedures.
• Develop and update knowledge base articles for common issues and standard operating procedures.
• Share insights and lessons learned to improve team knowledge and operational efficiency.
• Ensure compliance with internal security policies and external regulatory standards.
• Assist in audit processes by providing necessary documentation and responding to audit inquiries.
• Follow best practices for identity management, data protection, and incident response within cloud environments.
• Work closely with L2/L3 engineers, system administrators, and other support teams to resolve complex issues.
• Participate in regular team meetings to discuss operational challenges and share knowledge.
• Communicate effectively with stakeholders regarding issue status, resolution timelines, and service improvements.
• Identify areas for operational improvement and propose automation solutions to enhance efficiency.
• Collaborate with internal teams to automate routine tasks and workflows where feasible.
• Stay updated on emerging cloud technologies and best practices to drive operational excellence.