Cloud Operations Analyst

תיאור משרה

?? Mission: Be there when the customer contacts us for support or an issue is reported by an automated tool and provide a quick and effective response according to pre-defined definitions

Responsibilities

First response on relevant communication channels in the defined SLA
Providing prompt, efficient, detailed, customer-oriented service to cloud-hosted customers (AWS, Azure, GCP Cloud)
Working with other customer support teams to ensure a consistent and high-quality level of support
Being a voice and advocate for our customers when something doesn’t feel right
Collect missing information for effective handling (Account ID, Customer’s expection for priority/eta, etc)
Playbook-based handling of customer tickets and monitoring alerts
Proactive incident identification
Escalate tickets
Perform *technical escalation* to experts (cloud/cyber/monitoring/other)
Perform *management escalation* (unsatisfied customers, request for hours approval, etc.)
Communicate with internal and external stakeholders to resolve customer issues