Cloud Operator I

Brief DescriptionMajor Responsibilities:           

Monitor incoming customer data in the form of batches in both production and non production environment Monitor applications via dashboards or logging systems to verify business as usual operations First level triaging of batch errors Drive manual recurring processes of the batch Communicate proactively with customers and internal team members to resolve service requests Keep the ticketing system updated with the support of client care team at all times with clear and concise information Regular updates with in the Zafin team on the progress of customer data input and output Adhere to support process defined for customer services Support team in developing customer knowledge base

Key Performance Indicators (KPIs): 

TBA by Manager as per periodic Goal Setting  Guidelines include  Clarity in thoughts and action : Written and Verbal  Demonstrate proactivity  Demonstrate follow-ups and follow-throughs  Client facing presentation ability  On-time, every time  Proactive collaborative updates for team consumption without fail in designated channels 

Working Conditions: 

Ability to work in remote and/or office setting   Fast paced environment with tight deadlines  Support offshore hours / multiple time zones  Flexibility with working hours based on team and client needs  Preferred SkillsKnowledge, Education, Training                         

Degree in computer science, engineering, or equivalent experience. Microsoft Azure Fundamental certification / Knowledge in cloud computing

Experience      

1 plus years of experience in a Customer Service role Familiarity/experience with process methodologies used in software industry Familiarity working with ticketing systems and batch monitoring

Technical Skills           

Microsoft Excel, Word, PowerPoint, Use of Wikis Must be able to use a web-based trouble ticketing system

Minimum Required Behavioural / Soft Skills  Communication          

Customer facing skills: Greet, Address, Explain, Facilitate, Coordinate Strong, clear, and concise written and verbal communication skills Ability to communicate effectively at all levels of the organization Strong interpersonal skills and can foster team collaboration.

Problem Solving and Execution          

Aptitude to solve problems with an ability to conceptualize and articulate new approaches and solutions. Detail-oriented Strong ability to prioritize and meet deadlines Able to work under stress and conflicting timelines, when necessary Pro-active and has a strong desire to learn.