Cloud Support Officer at MainOne

Responsibilities

The Cloud Support Officer will be responsible for providing first level support to MainOne Cloud & Managed services customers in line with customer SLA requirement. Other responsibilities include;

• Respond to operational requests with Work Breakdown Schedules (WBS) or implementation plan
• Work with the GNOC team, Cloud operations team as well as the Managed services team in a shift system to provide 24/7 support to Cloud customers.
• Troubleshoot (Microsoft Private cloud with Windows Azure pack and Azure Stack), cloud (AWS, Azure) and hybrid solutions.
• Provide  timely support to internal and external customers
• Prepare documentations and reports as required
• Provide support to Customers on escalations
• Open support ticket, update and close them accurately
• Identify, recommend, and implement potential improvements to service efficiency.
• Comply with support processes and procedures to ensure customer satisfaction and service level objectives (SLO) are met.
• Identify, recommend and implement potential improvements to service efficiency.
• Ensure quality, up-to-date documentation exists for all service arrangements
• Work with the Cloud Implementation, and Cloud Solutions teams to deliver customer projects.

Qualifications, Skills & Competencies

• Bachelor's Degree in Computer Sciences, Information Management or related engineering field is preferred
• Experience with Microsoft public, hybrid and private cloud
• Technical Expertise in cloud service delivery models including infrastructure as a service, platform as a service and software-as-a-service; automation; hypervisors; containers; virtual compute, storage, and networks; virtual infrastructure management; self-provisioning; and scaling.
• Experience working with Windows/Linux operating systems
• Minimum of 2 years’ experience working with Microsoft system centre 2012 or later versions
• Minimum of 2 years’ experience in a virtualization & cloud environment.
• Strong Cloud experience skills (AWS or Azure)
• Powershell scripting experience will be an added advantage
• Networking experience will be an added advantage.
• Certifications in Linux, Hyper-V, Windows Server, Microsoft System Centre, VMware, Storage, and other Cloud Technologies considered a plus for this position.
• Excellent customer engagement skills
• Excellent oral and written communication skills
• Ability to follow through project phases or life cycle, following Project implementation guidelines to achieve effectiveness in project delivery
• Good understanding of networking in a cloud-based environment
• Problem solving skills
• Prioritizing skills
• Troubleshooting skills

Demands of the Job

• Ability to take ownership
• High level of initiative and creativity in discharging assigned tasks.
• Ability to work under pressure
• Ability and willingness to work long hours and meet tight deadlines when required.