Role Purpose
As a Junior Cloud Infrastructure engineer you will ensure the reliable and efficient delivery of cloud support services aligned with business needs and service level expectations. As a key escalation point within the support framework, this role specializes in troubleshooting and resolving complex incidents and service requests related to cloud platforms, infrastructure, and services (e.g., IaaS, PaaS, SaaS). It supports end users and first-line engineers by providing expert guidance on cloud-related issues, best practices, and proactive performance monitoring.
The role involves collaborating with internal teams and third-party cloud vendors to ensure timely resolution. It also contributes to the creation and maintenance of knowledge base articles and escalation documentation, enabling more effective first-line response. Through active monitoring, incident response, and cross-functional coordination, this role helps maintain the performance, security, and availability of cloud services, driving continuous improvement in cloud support operations.
Role Responsibilities
Key responsibilities for this role may include:
Provide First and Second Line Cloud Support
Act as an initial point of contact for cloud-related support requests via phone, email, chat, or ticketing systems.
Diagnose and resolve common issues related to cloud infrastructure, services, and connectivity.
Incident Management & Escalation
Log, categorize, and prioritize Incidents and Service Requests accurately.
Escalate complex or unresolved issues to senior engineers or relevant resolver groups while ensuring detailed documentation.
Troubleshoot Cloud Infrastructure Issues
Assist in troubleshooting and resolving issues related to virtual machines, storage, networking, and identity services in cloud environments (e.g., AWS, Azure).
Support performance monitoring and alerting systems to detect and respond to infrastructure issues proactively.
Collaboration & Technical Escalation Support
Work closely with First Line Support Engineers to guide and support escalated issues.
Collaborate with senior engineers and cross-functional teams to resolve high-priority incidents within SLA.
Cloud Service Monitoring
Monitor the health and performance of cloud services using tools such as CloudWatch, Azure Monitor, or GCP Operations Suite.
Support regular checks and health assessments of cloud-based resources and report anomalies.
Documentation and Knowledge Sharing
Create and maintain documentation for recurring issues, standard operating procedures, and escalation workflows.
Contribute to the internal knowledge base to support the wider support team in handling common cloud-related issues.
Vendor & Third-Party Coordination
Liaise with cloud service providers and third-party vendors for technical support when required.
Track and follow up on outstanding vendor tickets to ensure timely resolution.
Out-of-Hours Incident Support
Participate in an out-of-hours support rota (if applicable), ensuring that incidents are remediated efficiently.
Continuous Learning & Skill Development
Stay up to date with evolving cloud technologies, best practices, and security standards.
Participate in training sessions and certifications as part of professional development.
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