Cloud Engineer

Direct message the job poster from Premier NX

Key Responsibilities:

• Track incidents using a ticketing system and document all steps taken for future review.

• Manage high severity/customer impacting outage events, while maintaining

communication to all key stakeholders and providing accurate timeline management.

• Manage a high-volume centralized email inbox as well as multiple ticket queues to

respond to internal and external requests.

• Follow clearly documented resolution procedures for incidents and requests.

• Maintain Service Level Agreement (SLA) compliance for Time to Engage, Time to

Escalate, and Time to fix within the Service Operations Center.

• When unable to resolve issues at the Tier 1 level, escalate incidents to on-call engineers

following clearly defined standard operating procedures (SOP).

• Provide clear and detailed verbal/written communications to both internal and external

parties.

• Assist in maintaining systems and product documentation to ensure the highest level of

knowledge within the SOC.

• Manage high severity/customer impacting outage events, while maintaining

communication to all key stakeholders and providing accurate timeline management.

• Be able to multi-task multiple events/outages simultaneously while working towards

• Provide communication support for scheduled and emergency maintenance events

across multiple technical teams and product platforms.

• Mentor junior team members and provide technical/procedural assistance where

applicable.

• Leverage technical experience to provide additional context for incidents to systems

engineers which may fall outside of existing documentation.

• Support the vision and values of the company through role modeling and encouraging

desired behaviors.

• Participate in various company initiatives and projects as requested.

Qualifications:

• BS degree or equivalent experience.
• One or more of the following certifications highly desired: LPI, MCITP, Server+,
• Network+, CCENT, CCNA, ITIL.
• 3+ years working within a 24x7x365 service/network operations center role.
• Experience with the ITIL or MOF based guidelines for service operations.
• Experienced in both Linux and Windows server based environments.
• Familiarity with fundamental networking/distributed computing environment concepts

such as DNS, IP networking, routing, etc.

• Familiarity with fundamental concepts of relational database systems and
• Ability to communicate effectively at all organization levels and at different levels of

technical knowledge.

• Strong commitment to the overall customer service organization and other members of

the team treating all clients, both internal and external, with the highest level of

professionalism.

• Proven ability to work effectively both independently or as a team member with peers

and/or senior technical staff.

• Must be available to work non-standard shifts (swing and overnight) in a rotation providing 24/7/365 coverage.
• Experience with shell scripting and automating tasks is a plus.

Requirements,

Required Experience: Minimum 3 Years

Shift Timings: Rotational

What we offer:

● Market competitive salary

● Medical Coverage (IPD)

Location: NASTP, Lahore

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionEngineering, Information Technology, and Consulting
• IndustriesOutsourcing and Offshoring Consulting, Software Development, and IT System Custom Software Development

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