Senior Cloud Specialist
About the position The Senior Cloud Specialist is primarily responsible for responding to and resolving cases from customers, partners, and the company's services team. This role independently manages incidents and service requests, troubleshoots complex cloud issues, and works cross-functionally within cloud environments. The Senior Cloud Specialist serves as a trusted advisor and escalation resource, driving proactive improvements to cloud operations while ensuring high-quality service delivery. Please note: This role operates on a 24x7 rotational shift schedule based on roster.
Responsibilities
- Serve as a primary escalation resource for team members and customers, resolving complex cloud-hosted solution requests received via tickets, phone, and email while applying best practice knowledge.
- Take proactive measures to identify trends, improve monitoring of cloud-hosted solutions, and enhance internal efficiencies — remaining current on emerging best practices.
- Operate as a trusted advisor on scheduled environment refresh requests, assisting customers, partners, and internal resources while applying best practices throughout the process.
- Develop and implement enhancements to audit information gathering, ensuring compliance with established standards, policies, and configuration guidelines.
- Assist with implementing, testing, and maintaining systems and processes related to the cloud business continuity and disaster recovery plan.
- Mentor, coach, and train team members; develop internal documentation that fully reflects all activity related to issue resolution and the maintenance of hosted systems.
Requirements
- Bachelor's degree or equivalent experience, with demonstrated experience in process improvement and resolving complex technical issues.
- ITIL4 Foundation certification with working knowledge of Service Request and Incident Management practices.
- Strong knowledge of Microsoft Server environments, including Microsoft Active Directory, networking, storage, and virtualization technologies.
- Strong critical thinking, analytical, and problem-solving skills with the ability to translate goals into innovative design solutions.
- Excellent oral and written communication skills with the ability to collaborate effectively across teams, maintaining professionalism and discretion at all times.
Nice-to-haves
- Hands-on experience with cloud environments and tools such as Confluence, Jira, Salesforce, Remedy, Dynatrace, Splunk, and AWS services.
- Demonstrated ability to influence, motivate, and mobilize team members and business partners, both independently and in a team environment.
- Experience developing comprehensive internal documentation related to issue resolution and hosted system maintenance.
- Proven track record of proactively identifying inefficiencies and implementing improvements while staying current on industry best practices.
- Ability to provide general consulting services as a trusted advisor, leveraging deep expertise and best practice knowledge across cloud operations.
Benefits
- career development resources
- wellbeing programs
- innovation practices
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