Job Title:  Analyst | Cloud Computing | Mumbai - I-Think | Engineering

Key Responsibilities:

Cloud Managed Services Support:

• Monitor cloud infrastructure using tools like CloudWatch, Azure Monitor, or third-party monitoring solutions.
• Handle basic alerts and incidents related to performance, availability, and security.
• Perform routine checks and maintenance tasks in cloud environments (e.g., AWS, Azure, Google Cloud).
• Assist with user access management, resource allocation, and cost optimization tasks.
• Escalate unresolved or complex issues to L2 or L3 support teams.

ITSM and Ticketing:

• Respond to tickets generated through ITSM tools (e.g., ServiceNow, Jira, or Remedy) and resolve them within agreed SLAs.
• Document all incidents, problems, and changes accurately and comprehensively.
• Participate in Change Management processes, ensuring proper implementation and rollback plans.
• Follow Incident Management protocols to reduce downtime and ensure effective root cause analysis.

Collaboration and Reporting:

• Work closely with L2/L3 engineers and other teams for issue resolution and knowledge transfer.
• Generate regular reports on incidents, service requests, and compliance metrics.
• Communicate with stakeholders regarding the status of incidents and service requests.

Continuous Learning and Development:

• Stay updated with the latest trends in cloud services and ITSM tools.
• Participate in training sessions and certifications to enhance skills in cloud platforms and ITIL/ITSM frameworks.

Required Skills and Qualifications:

Technical Skills:

• Basic knowledge of cloud platforms like AWS, Azure, or Google Cloud (e.g., EC2, S3, VMs, networking basics).
• Familiarity with monitoring and ticketing tools (e.g., CloudWatch, Zabbix, Nagios, ServiceNow, Jira).
• Basic understanding of networking concepts (DNS, VPNs, firewalls).
• Exposure to scripting or automation (e.g., PowerShell, Bash) is a plus.

ITSM Skills:

• Familiarity with ITSM frameworks and processes (e.g., Incident Management, Problem Management, Change Management).
• Understanding of SLA, OLA, and KPI concepts.
• ITIL Foundation Certification (preferred but not mandatory).

Soft Skills:

• Strong communication and interpersonal skills.
• Excellent analytical and problem-solving abilities.
• Ability to work in a 24x7 environment, including rotational shifts.