Accountabilities:

The Cloud Operations Analyst will support the monitoring, maintenance, and continuous improvement of customer cloud environments. This role requires technical curiosity, strong communication skills, and the ability to manage incidents effectively while following operational processes and best practices.

• Support cloud operations teams in managing and sustaining customer environments across AWS, Azure, OCI, and GCP platforms.
• Receive, analyze, and respond to incidents and monitoring alerts, performing initial troubleshooting and resolution within technical capabilities.
• Take ownership of support requests from initial contact through resolution or qualified escalation, ensuring proactive communication and follow-up.
• Communicate with customers throughout the support lifecycle, providing updates, documenting actions, and confirming issue resolution.
• Execute procedures based on knowledge bases, playbooks, internal documentation, and vendor guidelines.
• Analyze known monitoring alerts, validate impacts, correlate events, and perform predefined corrective actions.
• Execute technical validations and initial health checks related to infrastructure or database environments.
• Create and execute change requests (GMUDs) according to established procedures and technical responsibilities.
• Ensure proper handovers between teams by providing complete context, evidence, documentation, and relevant technical information.
• Maintain accurate and traceable records of all activities within ITSM platforms.
• Identify opportunities for process improvements, automation, documentation enhancements, and the use of Artificial Intelligence to optimize operations.
• Participate in shift transitions, ensuring continuity and quality of customer support.

Requirements:

The ideal candidate is a motivated technology professional interested in developing a career in cloud operations, with a foundational understanding of infrastructure, support processes, and customer service. You should be proactive, organized, and comfortable working in a collaborative operational environment.

• Higher education completed or currently in progress.
• Basic knowledge of ITIL frameworks and concepts.
• Previous experience in customer service, technical support, or IT operations.
• Basic English or Spanish skills for reading, writing, and communication.
• Basic understanding of Linux and Windows operating systems.
• Familiarity with cloud concepts and services such as Load Balancer, CDN, Auto Scaling, Kubernetes, and cloud instances.
• Basic knowledge of public cloud platforms including AWS, Azure, OCI, and GCP.
• Familiarity with observability and monitoring tools such as Dynatrace, Workload Security, Commvault, and Zabbix is a plus.
• Understanding of ITIL practices, including incident management, communication, and escalation processes.
• Basic experience with ITSM platforms such as Freshservice is desirable.
• Cloud fundamentals certification in at least one platform (AWS, Azure, OCI, or GCP) is considered a plus.
• Strong communication skills, both written and verbal.
• Proactive mindset and ability to work effectively in a team.
• Flexibility, adaptability, and ability to manage priorities under pressure.
• Strong time management and self-organization skills.

Benefits:

• Health insurance with coverage for eligible dependents.
• Meal and food allowance through Flash Benefits.
• Telemedicine platform access.
• Dental insurance.
• Gym membership partnership through TotalPass.
• Pharmacy benefits.
• Life insurance.
• Private pension program.
• Childcare assistance.
• Inclusion support allowance.
• Home office allowance.
• Certification development program.
• Language learning program.
• Educational partnerships.
• Birthday day off.
• Extended parental leave.