Work with the Operations team to maintain, support, manage, and administer infrastructure environments and services in Cloud Computing.
Responsible for identifying and qualifying incidents/requests.
Communicate with the client, document in the ITSM tool, and perform internal escalation when necessary.
Analyze and handle requests based on existing KBs and/or knowledge.
Investigate and perform troubleshooting for various issues and document findings in the ITSM tool.
Create, update, and document technical procedures and best practices / contribute to the knowledge base.
Be proactive and efficient in resolving/closing tickets with a high level of quality and evidence.
Active participation in war rooms / crisis management.
Create, review, and execute scheduled changes (GMUD).
Participate in project handover meetings to operations/sustainment.
Open Problem tickets.
Create and maintain basic automations for day-to-day tasks, such as resource listings, backups, IP management, and others.

Experience with support/monitoring tools such as Dynatrace, Cloud8, Workload Security, or Commvault.
Web server concepts (Apache, Nginx, Tomcat, JBoss, IIS, etc.).
Knowledge of Linux and Windows operating systems.
Experience with cloud infrastructure/services – AWS, Azure, and OCI.
Scripting concepts: PowerShell, Bash, JSON, Python.
Basic scripting experience with PowerShell, Bash, JSON, and Python.
DevOps tools concepts: Containers, Docker, ECS, EKS, Kubernetes, or others.
Automation concepts: CloudFormation, Terraform, Beanstalk, Jenkins, Chef, Puppet, CI/CD tools, GitHub, and others.
Concepts of serverless functions such as Lambda and Functions.
Experience with DevOps practices and agile methodologies.
Basic knowledge of the ITIL framework.
Experience in customer support and service.
Intermediate English or Spanish (reading, writing, and speaking).
Completed higher education (Bachelor's degree).
Associate certification (or equivalent) in AWS, Azure, or OCI.

Cloud Operations Analyst – Mid-level

Key skills