JOB DETAILS

Job Title: Cloud Support Officer

Department: Technical
Location: Lagos
Number to Hire: 2
Job Type: Permanent
Minimum years of Experience: 5

Responsibilities

The Cloud Support Officer will be responsible for providing first level support to MainOne Cloud & Managed services customers in line with customer SLA requirement. Other responsibilities include;

  • Respond to operational requests with Work Breakdown Schedules (WBS) or implementation plan
  • Work with the GNOC team, Cloud operations team as well as the Managed services team in a shift system to provide 24/7 support to Cloud customers.
  • Troubleshoot (Microsoft Private cloud with Windows Azure pack and Azure Stack), cloud (AWS, Azure) and hybrid solutions.
  • Provide  timely support to internal and external customers
  • Prepare documentations and reports as required
  • Provide support to Customers on escalations
  • Open support ticket, update and close them accurately
  • Identify, recommend, and implement potential improvementsto service efficiency.
  • Comply with support processes and procedures to ensure customer satisfaction and service level objectives (SLO) are met.
  • Identify, recommend and implement potential improvements to service efficiency.
  • Ensure quality, up-to-date documentation exists for all service arrangements
  • Work with the Cloud Implementation, and Cloud Solutions teams to deliver customer projects.

Qualifications, Skills & Competencies

  • Bachelor's Degree in Computer Sciences, Information Management or related engineering field is preferred
  • Experience with Microsoft public, hybrid and private cloud
  • Technical Expertise in cloud service delivery models including infrastructure as a service, platform as a service and software-as-a-service; automation; hypervisors; containers; virtual compute, storage, and networks; virtual infrastructure management; self-provisioning; and scaling.
  • Experience working with Windows/Linux operating systems
  • Minimum of 2 years’ experience working with Microsoft system centre 2012 or later versions
  • Minimum of 2 years’ experience in a virtualization & cloud environment.
  • Strong Cloud experience skills (AWS or Azure)
  • Powershell scripting experience will be an added advantage
  • Networking experience will be an added advantage.
  • Certifications in Linux, Hyper-V, Windows Server, Microsoft System Centre, VMware, Storage, and other Cloud Technologies considered a plus for this position.
  • Excellent customer engagement skills
  • Excellent oral and written communication skills
  • Ability to follow through project phases or life cycle, following Project implementation guidelines to achieve effectiveness in project delivery
  • Good understanding of networking in a cloud-based environment
  • Problem solving skills
  • Prioritizing skills
  • Troubleshooting skills

Demands of the Job

  • Ability to take ownership
  • High level of initiative and creativity in discharging assigned tasks.
  • Ability to work under pressure
  • Ability and willingness to work long hours and meet tight deadlines when required.