SME - Iaas AWS, Terraform

About the role

As a Subject Matter Expert in Support and Operations, you will play a critical role in ensuring timely resolution of escalations and incidents while adhering to quality standards and service level agreements. Your expertise in IaaS with AWS and Terraform will be instrumental in driving operational excellence and enhancing customer satisfaction through effective communication and collaboration with key stakeholders.

What you'll do

• Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Using Aws And Terraform, In Alignment With Agreed Service Level Agreements
• Mentor Team Members And Administrators By Preparing Standard Operating Procedures And Maintaining Comprehensive Documentation
• Validate Change Order Implementation Plans And Assess Human Error Compliance, Actively Participating In Capacity Planning Initiatives To Optimize Resource Allocation
• Engage With Customers Through Meetings To Understand And Address Issues, Ensuring Positive Feedback And Satisfaction With Support Services
• Conduct Thorough Analyses Such As Root Cause Analysis And Trend Analysis Using Aws Tools

What you need

• AWS
• Terraform
• SOP writing
• Root cause analysis
• Any graduate