CloudOps

Key Responsibilities:

• Monitor and manage system alerts, incidents, and performance metrics 24/7, ensuring timely resolution and escalation as necessary.
• Serve as the first point of contact for operational issues/alerts, ensuring effective communication with internal and external stakeholders.
• Lead customer communication, assuring timely status updates and case resolution
• Lead to collaboration efforts between the company and third parties to troubleshoot and resolve escalated customer issues
• Report product defects and enhancement requests
• Review and collaborate on product documentation for accuracy prior to new releases
• Design and maintain troubleshooting runbooks
• Author and review knowledge base articles for internal and external use
• Provide formal and informal training to co-workers, customers, and partners
• Develop tools, scripts and programs to improve the quality of our customer support
• Coordinate incident response efforts, conducting root cause analysis and documenting findings to improve future response strategies.
• Collaborate with IT teams to ensure systems are operating optimally and to identify potential issues before they escalate.
• Maintain detailed logs of incidents and responses, providing regular reports and updates to management.