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Specialist

2.00 to 5.00 Years   Chennai (Tamil Nadu)   18 May, 2025
HCL Technologies Ltd
Job LocationChennai (Tamil Nadu)
EducationBE/ B.Tech (Engineering)
SalaryAs per Industry Standards
IndustrySoftware Services, IT-Software
Functional AreaOperations/Customer Service/Telecalling/Backend
EmploymentTypeFull-time

Job Description

SpecialistJob Summary

  • Location: Chennai
  • Project role: Specialist
  • Qualification: B-Tech
  • Experience: 2.5-5 Years
  • Skills: Public Cloud
  • No. of positions: 1
:Experience in Supporting & implementing solution in mentioned areas:
  • Hands on experience on AWS Native (IaaS) Services
  • Delivery of AWS cloud IaaS related services to customers.
  • Responsible for providing end-to-end operations support for AWS IaaS services through monitoring, incident response, and incident resolution for the Public Cloud IaaS environment.
  • Support incidents affecting hosted IaaS services by providing these services to the owning teams who are customers of the PaaS & CaaS Platforms, in a timely manner.
  • IaaS services monitoring to ensure availability, reliability, security, and performance, responding to incidents and escalating them to the appropriate teams as required to ensure SLAs are met.
  • Follow incident, change, release, and problem management processes.
  • Participating in root cause analysis on incidents to ensure issues around are acted up on in a timely manner, using those processes to continually seek to improve the stability of the PaaS & CaaS environments for all customers.
  • Strong experience on IaaS services builds.
  • Experience in installation, configuration and troubleshooting cloud native IaaS services.
  • Understanding of ITIL framework of ticketing / Problem ticket / Change process, Emergency change.
  • To provide support for on call escalations and doing root cause analysis of given issue.
  • To independently resolve tickets within agreed SLA of ticket volume and time.
  • To adhere to quality standards, regulatory requirements and company policies.
  • Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts.
  • To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.

Keyskills :
aws native services incident management iaas operations support cloud services monitoring itil framework knowledgeescalations csat coaching slas customer experience

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