• Codes all unassigned tickets • Initial support and acknowledgement on all alerting tickets both in the ticketing system and Logic Monitor • Creates and manages Microsoft support escalation tickets • Performs VM resizes and new VM creations when time permits • Troubleshoots and re-installs Azure agents for backups and patching • Provides initial support for backup failures tickets • Assists with patching where required

• Manage, monitor, and support cloud infrastructure primarily on AWS. • Assist in cloud transformation, migration, and modernization initiatives involving Azure and Oracle Cloud. • Implement and follow basic information security best practices, including access control, data protection and compliance support. • Managing well architected approach and security advisories of respective cloud providers such as AWS, MS Azure and Oracle. • Deploy and maintain cloud services including compute, storage, networking, and security configurations. • Perform day-to-day operational support activities such as incident management, service requests, and root cause analysis (RCA). • Support and troubleshoot Windows Server environments, including patching and performance tuning. • Configure, maintain, and troubleshoot IIS for web application hosting. • Manage and troubleshoot DNS, Active Directory, and identity/access-related issues. • Provide support for MS SQL Server (basic setup, backup/restore, performance monitoring, connectivity issues). • Perform database-related tasks including troubleshooting, access management, monitoring, and backup coordination. • Build, run, and troubleshoot Docker containers and support containerized applications. • Administer and troubleshoot Linux systems (services, logs, permissions, networking basics). • Develop and maintain automation scripts using Shell and PowerShell. • Perform application and infrastructure troubleshooting using logs, monitoring tools, and metrics. • Maintain clear documentation for system configurations, SOPs, and troubleshooting procedures. • Collaborate effectively with cross-functional teams including Development, QA, and Security teams. • Provide support during US shift hours as required.

• Collaborate with Development and Architecture teams to build complex and highly available cloud environments for Internal and External infrastructure builds. • Provide Level 3 Technical support to Internal teams, Customers and Partners to support our core product. • Lead and educate clients on cloud deployment patterns. • Act as a SME for implementing and building infrastructure to support our core product. • Investigate and resolve any customer integration issues that arise during implementation. • Design procedure for system troubleshooting and maintenance. • Perform root cause analysis for any implementation errors and provide feedback to the Core dev team. • Document best practices and lessons learned. • Design, implement and maintain a secure and scalable infrastructure platform. • Provide ongoing maintenance and support of internal tools, improve system health and reliability. • Accountable for ensuring that all working hours are accurately reported in Netsuite on a daily or weekly basis, that the majority of (if not all) hours are tracked as billable and that the project management tool in Netsuite is properly and fully utilized • Tracking and reporting of billable hours is a critical aspect of project management and delivery to our customers and this is a major area of accountability. • Participate in on-call rotation to provide application and infrastructure support, incident management and troubleshooting.

• Participation in customer’s cloud delivery projects • Understand customer's functional and technical requirements • Collaborate on design and implementation of Cloud solutions • Conduct testing and upgrade of software/hardware before implementation to the customer's environment • Provide expert support during installation and acceptance activities