Key skills
AWSAzureCloudGoogle Cloud PlatformITSMGCPGoogle CloudCommunicationTime Management
About this role
Role Overview
- Work with the Operations team to maintain and manage client environments in Cloud Computing (AWS, Azure, OCI, and GCP).
- Responsible for identifying and qualifying incidents/requests.
- Perform initial communication with the client, document in the ITSM tool, and escalate internally when necessary.
- Analyze and handle requests based on existing KBs and/or knowledge.
- Update and document technical procedures and best practices / contribute to the knowledge base.
- Analyze and perform troubleshooting to investigate various issues and document in the ITSM tool.
- Create, update, and document technical procedures and best practices / contribute to the knowledge base.
- Demonstrated proficiency in resolving/closing tickets with a high degree of quality and supporting evidence.
Requirements
- Bachelor's degree completed or in progress
- Basic knowledge of the ITIL framework
- Experience in customer service and support
- Basic English or Spanish (reading, writing, and speaking)
- AWS, Azure, or OCI Fundamentals/Foundations certification
- Good verbal and written communication skills
- Proactive attitude
- Ability to work collaboratively in a team
- Flexibility and adaptability
- Ability to work under pressure
- Time management and self-management of tasks.
Tech Stack
- AWS
- Azure
- Cloud
- Google Cloud Platform
- ITSM
Benefits
- Health insurance
- Dental insurance
- Life insurance
- Meal allowance | Food allowance
- Transportation voucher | Company shuttle
- Private pension plan
- Childcare assistance
- Certification support and incentives
- Home office allowance (technology area only — 100% remote)
- Day off
- Extended parental leave (paternity and maternity)
- Partnership with SESC (access to SESC benefits)