Cloud Support Operations Engineer II

A global, publicly listed technology company specializing in AI-powered enterprise analytics and business intelligence solutions. The organization helps large enterprises make data-driven decisions through cloud-native platforms and advanced analytics. It also operates at the intersection of artificial intelligence and digital assets, with a strong focus on innovation in data, finance, and emerging technologies.

About the Role

The Cloud Support Operations Engineer II plays a critical role in ensuring the security, stability, and optimal performance of the company's cloud environments. This position focuses on maintaining, upgrading, and automating cloud infrastructure to support robust and scalable operations, directly impacting platform reliability and developer efficiency.

Key Responsibilities

• Lead the resolution of cross-team and Cloud service issues, ensuring proactive communication and coordination.
• Develop and implement automation solutions using cutting-edge technologies for cloud infrastructure (AWS/Azure).
• Proactively identify and drive initiatives to enhance the company's Cloud Environment services and infrastructure.
• Collaborate closely with software development teams to optimize platform performance and reliability.
• Provide expert support for customer upgrades, strategic escalations, and feature validation.
• Analyze and resolve complex customer escalations, implementing preventative measures.
• Design, develop, and maintain automated tests and continuous improvement processes for software delivery pipelines.
• Apply common principles, patterns, and best practices to ensure quality, robustness, and performance in all solutions.
• Foster effective collaboration and communication within the team and across different time zones.

Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, Software Engineering, or a related technical field.
• Minimum of 3 years of experience in IT customer service or a customer-facing support role.
• Minimum of 2 years of hands-on experience with cloud platforms, specifically AWS and Azure.
• Minimum of 1 year of experience with MicroStrategy Platform troubleshooting, usage, or administration.
• Demonstrated proficiency with automation tools and scripting languages such as Python, Ansible, Jenkins, and PowerShell.
• Experience managing and supporting operating systems including RedHat, Amazon Linux, and Windows.
• Proficiency with containerization technologies like Docker and Kubernetes.
• Ability to provide customer support during working hours between 12:00 PM and 9:00 PM IST.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent written and verbal English communication skills, with a proven ability to mentor technical topics.
• Ability to manage competing priorities, multi-task, and meet deadlines under pressure.
• Willingness to work from the Pune office 5 days a week.

Benefits & Perks

• Opportunity to collaborate with a team of skilled professionals on dynamic projects utilizing cutting-edge cloud technologies.
• A culture that encourages curiosity, innovation, continuous learning, and the pursuit of technical excellence.
• An inclusive work environment where individual contributions are recognized, valued, and directly impact product success.
• Be part of an organization committed to fostering innovation and technological advancement.