Cloud Operations Technician
- Sophos
- 3 - 7 years
- Ahmedabad
- 27 days ago
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Job Description
Role Summary
The Cloud Operations Engineer ensures the continuous availability, performance, and reliability of cloud-hosted/On-prem applications and infrastructure through 24x7 support operations. This role involves proactive monitoring of critical systems, swiftly identifying and resolving incidents, and escalating issues to the appropriate teams, when necessary, in alignment with IT Service Management (ITSM) best practices. The engineer plays a key role in minimising downtime, optimising system performance, and maintaining the overall health of the cloud environment.
What you will do
- Ensure 24x7 Operational Coverage: Participate in a rotational on-call schedule, including nights, weekends, and holidays, to provide continuous operational support and rapid incident response for cloud-hosted applications and infrastructure.
- Monitor and Detect Incidents: Perform real-time monitoring of infrastructure, platforms, and applications to identify anomalies, performance degradation, or service disruptions using industry-standard tools and dashboards.
- First-Level Incident Response: Serve as the first line of defence for incident management by promptly acknowledging alerts, triaging issues, and executing documented runbooks for a quick resolution.
- Escalation and Coordination: Escalate unresolved or critical issues to appropriate support or engineering teams in accordance with defined ITSM escalation protocols, ensuring minimal impact on service availability.
- Incident Communication and Management: Act as the central point of contact for incident updates, ensuring clear, timely, and accurate communication with internal stakeholders and affected business units.
- Collaboration Across Teams: Work closely with application support, DevOps, infrastructure, and network teams to troubleshoot, resolve, and prevent operational issues from reoccurring.
- Root Cause and Continuous Improvement: Participate in Root Cause Analysis (RCA) processes following major incidents and contribute to developing preventive measures and service improvement plans.
- Standard Operating Procedures Adherence: To ensure consistent and reliable operations, follow and maintain standard operating procedures (SOPs), change management policies, and compliance requirements.
- Proactive Problem Identification: Identify and proactively report potential risks, configuration issues, or performance bottlenecks, enabling pre-emptive resolution and optimisation.
- Operational Readiness and Documentation: Maintain accurate documentation of systems, procedures, and incident logs and contribute to the enhancement of knowledge base articles and operational guides.
- Support for Change and Release Activities: Assist in validating the stability and health of systems during planned maintenance, releases, or infrastructure upgrades, coordinating with relevant teams to ensure minimal disruption.
What you will bring
- Cloud Platform Expertise:
- Proficiency in managing and troubleshooting services across at least one major cloud provider: AWS or Microsoft Azure.
- Familiarity with core cloud services (Compute, Storage, Networking, IAM, Monitoring, Auto Scaling, etc.).
- Monitoring and Alerting Tools:
- Hands-on experience with enterprise-grade monitoring tools such as Grafana, Logic Monitor, and CloudWatch.
- Ability to configure alerts, dashboards, and automated health checks.
- Incident Management & ITSM Practices:
- Strong knowledge of ITIL principles and experience with ITSM tools like PagerDuty, Jira Service Management.
- Understanding of incident triage, escalation procedures, service restoration, and Root Cause Analysis (RCA).
- Infrastructure and Systems Administration:
- Working knowledge of Linux and Windows operating systems in a cloud or hybrid environment.
- Familiarity with system administration tasks, shell scripting, and log analysis.
- Automation and Scripting:
- Ability to create and maintain basic scripts using Bash, Python, or PowerShell to automate operational tasks and monitoring functions.
- CI/CD and DevOps Concepts:
- Understanding of CI/CD pipelines, deployment processes, and integration with cloud environments.
- Exposure to tools like Git and Jenkins CI/CD is a plus.
- Networking & Security Fundamentals:
- Basic understanding of TCP/IP, DNS, VPN, firewalls, load balancers, and cloud networking concepts (VPCs, NSGs, Subnets).
- Familiarity with identity and access management (IAM) and security best practices in a cloud environment.
- Logging & Observability:
- Experience working with centralized logging solutions (e.g., AWS CLoudwatch or Azure Log Analytics).
- Ability to trace incidents and correlate logs across distributed systems.
- Documentation:
- Strong habit of maintaining accurate operational documentation and runbooks.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & Networks
Role Category: IT Network
Role: Network Service Technician
Employement Type: Full time
Contact Details:
Company: SophosLocation(s): Ahmedabad
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Keyskills: Automation Application support Linux VPN Shell scripting DNS Windows Analytics Python System administration
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