Senior Cloud Engineer

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LeapSwitch Networks

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51 - 200 employés

Fondée en 2006

☁️ SaaS

Cloud Services • SaaS • IT Services

LeapSwitch Networks est un fournisseur mondial de services cloud, offrant des solutions telles que des machines virtuelles, des serveurs dédiés et de l'hébergement cloud géré. Avec un accent sur la scalabilité et la flexibilité, LeapSwitch soutient des entreprises de toutes tailles, des startups aux entreprises du classement Fortune 100, en garantissant un hébergement haute performance et un support complet. L'entreprise exploite des centres de données dans plusieurs régions, y compris l'Inde, les États-Unis et l'Europe, permettant aux clients d'améliorer leur présence en ligne tout en bénéficiant d'une sécurité robuste des données et d'un temps de disponibilité de 99,9 %.

Description

• Responsible to handle the escalations when there is any major issues • Talk to the customer at the time of escalation to keep them confident on the service • Make sure the L1 team manages the customer calls/tickets properly and escalates to the next level of support on time if it is not resolved • Make sure the shift handover and escalation process happen properly • Make sure the team members have the updated vendor escalation matrix and they escalate to vendor or time • Manage the Technical team shift roster • Assist clients in resolving client side issues; when issue cannot be resolved by junior team members • Identify and apply appropriate tools for the analysis and resolution to technical problems • Providing technical support for Level I-III issues via helpdesk and the telephone. • Adeptly utilize resources both within knowledgebase and outside to resolve issues • To identify and highlight best practices in support management through continuous assessment, and feeding process and product recommendations to the Management. • Create technical solutions for clients such as custom setup, upgrade and migration plans • To communicate and be the focal point for the dissemination of information from management to the team and vice versa. • Follow Leapswitch Networks policies in response time • Follow up with dedicated and major customers in any critical issues • Send RCA reports to customers in case on any critical down time on the services • Meeting customer expectations and adhering to the committed timelines without affecting the quality of output. • Provide customer support as needed, sometimes outside of traditional working hours. • Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied. • Manage day-to-day internal client interaction. • Daily and weekly server and application maintenance to keep the servers without any issues • Set and manage internal client expectations • Communicate effectively with internal clients to identify needs and evaluate alternative business solutions. • Continually seek opportunities to increase internal client satisfaction and deepen client relationships

🎯 Exigences

• 2+ years in hosting industry • Linux Server Administration • Fluent Communication in English and Hindi • Education: B.E Computer, MCA, BCA, Red hat certified • Experience with Hosting control panels - cPanel, Plesk, DirectAdmin, Virtualizor, SolidCP • Backup Software - Acronis • Platform-as-a-Service - Jelastic • Dedicated Servers - Supermicro IPMI , HP iLO, Dell iDrac • Windows - IIS, SQL Server, MailEnable • Redhat Certifications • cPanel Certifications • Plesk Certifications

🏖️ Avantages

• Work in a fast-growing Cloud Services company on the forefront of technology • Flexibility to work from home or office ( Pune office from October 2021 ) • Team lunches and regular events • Health insurance for you (and your spouse and kids)