Description

You will provide remote technical support for hosted and on-premise solutions to global clients.

You will manage the end-to-end incident lifecycle via telephone and case management, ensuring communication meets agreed SLAs.

Responsibilities

• Triage and escalate technical incidents to infrastructure, product, and engineering teams according to standard operating procedures.
• Act as a liaison between engineering and consulting teams to resolve complex end-user problems.
• Provide technical upgrade services and assist with new client implementations.
• Manage disturbances and failures in platforms and systems to restore functionality.

Required Skills

• 5+ years of experience in technical support or enterprise application support.
• Proven ability to troubleshoot multi-tier cloud applications and on-premise solutions.
• Practical knowledge of AWS concepts and cloud platforms.
• Experience with ITIL framework and incident, problem, or change management processes.
• Strong ability to prioritize and manage multiple simultaneous incidents.
• Excellent written and verbal communication skills for client-facing interactions.
• Ability to work flexible shifts.

Key Skills

Education

Any Graduate