Junior Cloud Operations Analyst

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Dedalus

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Dedalus is a leading cloud computing company in Latin America, recognized for its expertise in cloud services and data management. They offer managed cloud services, professional cloud solutions, and data-driven AI services, partnering with major platforms like AWS, Azure, and Oracle. With a highly skilled team and a commitment to digital transformation, Dedalus aims to help businesses optimize their cloud environments and leverage innovative technologies for growth.

📋 Description

• Work with the Customer Operations team to support and manage client cloud environments (AWS, Azure, OCI and GCP) • Take ownership of tickets and alerts, performing initial analysis and driving resolution within technical capability • Maintain ownership of the ticket from first contact through resolution or qualified handover • Communicate with the client throughout the incident lifecycle, recording openings, updates and closure with evidence • Perform support tasks based on knowledge bases, playbooks and internal and vendor documentation • Handle monitoring alerts by validating impact, correlating events and executing procedures • Perform technical validations and initial infrastructure or database health checks • Create and execute GMUDs (change requests) related to Security, FinOps or Customer Success demands • Ensure escalations and handovers include full context, validations, evidence and acceptance from the receiving team • Log actions in the ITSM clearly, completely and traceably • Verify information during shift handovers and keep tickets up to date • Propose improvements to processes, documentation, automation and the use of Artificial Intelligence

🎯 Requirements

• Bachelor's degree completed or in progress • Basic knowledge of the ITIL framework • Experience in customer support and service • Basic English or Spanish (reading, writing and speaking) • Basic concepts of Linux and Windows operating systems • Knowledge of load balancers, CDNs, auto scaling, Kubernetes and instances in AWS, Azure, OCI and GCP • Familiarity with Dynatrace, Workload Security, Commvault and Zabbix • Basic ITIL concepts: incident management, communication and escalation • Basic operation in Freshservice • Fundamentals / Foundations certification in AWS, Azure, OCI or GCP in at least one cloud • Good verbal and written communication • Proactive attitude • Teamwork skills • Flexibility and adaptability • Ability to work under pressure • Time management and ability to self-manage tasks

🏖️ Benefits

• Health plan with coverage for legal dependents • Meal and food allowance (Flash Benefits) • Telemedicine platform • Dental plan • Gym membership discount (TotalPass) • Pharmacy discount/program • Life insurance • Private pension plan • Childcare assistance • Inclusion assistance • Home office allowance • Certification program • Language program • Educational partnerships • Birthday day off • Extended parental leave (paternity and maternity)