Responsible for day-to-day customer support and administration of cloud services.
Work within a support team and support the 24x7 cloud operations.
Respond to customer service issues using email, phone and web conference.
Coordinate with vendors where cloud & virtualization specific issues need to be escalated.
Able to operate cloud security technologies/services provided natively in AWS such as Security Hub, Guarduty, Cloudwatch, AWS Config, Control Tower, various AWS Policies, Security Group, NACL, Systems Manager, etc.
Perform the operational support, maintenance and optimization of hardware, software and network communication links of the cloud infrastructure.
Perform validation, mitigate, and remediate for all vulnerabilities identified.
Perform in-depth troubleshooting and tracing of traffics/activities across various cloud services to identify root cause of the issues/incidents.
Provide advice and information to customers regarding general cloud infrastructure as service offerings and best practices.
Provide incident management, follow-up with problem resolution, and regular communication with customers on open cases.
Produce reports for customers on cloud utilization, services uptime and incidents.

Requirements

Diploma or Bachelor’s Degree in Computer Science/Information Technology or relevant discipline.
3-5 years of hands-on experience with a strong technical knowledge in the 2 or more of the following areas in AWS, Azure or any other CSP.
Workload management & operation: backup & recovery, endpoint protection, vulnerability management, patch management, key management, cert management, secret management, logs and alerts management, virtualization, storage, and databases.
Identity & access control, directory services, account & access management.
Policy management, Governance, compliance and data privacy.
Hold at least 1 cloud-based certification such as Certified AWS solution architect associate.
Possess hands-on experience on Infrastructure as code practices like Terraform or AWS CloudFormation.
Working experience on scripting is a plus.
Knowledge with AWS design, architecture, and services (EC2, IAM, S3, etc) with a proven track record of building complex infrastructure.
Experience in AWS Well Architected Framework (WAR), best practices, etc.
Strong initiative, good team player, enjoys taking ownership of issues, process driven, great attention to details, and possess ability to establish and maintain effective working relationships within and across organization and external stakeholders.
Analytical mindset with excellent problem-solving abilities.
Effective time management and organizational skills.

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