Job Summary

• Server Management: Deploy, configure, and maintain Amazon EC2 Windows instances and manage Amazon Elastic Block Store (EBS) volumes.
• User & Access Management: Manage identities, user accounts, and permissions using AWS Identity and Access Management (IAM) and on-premises or AWS-managed Active Directory.
• Monitoring & Alerts: Use Amazon CloudWatch to monitor server health, CPU/Memory utilization, and respond to system alarms.
• Patching & Updates: Perform routine Windows updates, security patching, and manage backups to ensure disaster recovery protocols are operational.
• Troubleshooting: Diagnose basic OS-level issues, network connectivity (e.g., Security Groups, VPC configurations), and assist users with remote access/VPN problems.
• Ticketing & Escalation: Document and track incidents via ticketing systems (e.g., Jira, ServiceNow), resolving Level 1 tickets and escalating complex issues to L2/L3 engineers.

 

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Skill Requirements

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Other Requirements

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