Responsibilities
- Manage cloud support cases and service requests using ticketing tools without direct phone support
- Carry out technical corrections and routine operational actions within defined procedures and access permissions
- Direct unresolved issues to relevant engineering or specialized teams when necessary
- Monitor, update, and follow up on cases to ensure prompt resolution and transparent communication
- Conduct regular cloud administration activities across customer and internal systems
- Assist with configuration updates, access modifications, and ongoing operational maintenance
- Perform authorized operational tasks in line with service specifications and operational level agreements
- Review incoming requests for completeness and adherence to internal policies
- Develop, revise, and manage operational documentation, runbooks, and internal knowledge base entries
- Record common issues, solutions, and opportunities for process optimization
- Generate reports on case volumes, service requests, and cloud operations performance
- Keep detailed records to support audit readiness and compliance requirements
- Process sales order forms, service requests, and operational handoffs from Sales or Delivery units
- Verify that incoming orders and requests are fully documented and ready for execution
- Confirm operational preparedness before initiating customer-facing cloud operations
