Responsibilities & Achievements:- Help more than a 100 clients with their technical problems about cloud computing servers, CDN, Kubernetes(k8s), PostgreSQL, etc. and respond/escalate accordingly. - Collaborate with the technical team to deliver service.- Responsible for handling incidents. Reduce incident time by 5% through escalating/following-up cases on time.- Monitor services up-time and alerts on a 12-hour shift, take action for emergency/critical alerts.- Conduct root cause of alerts and incidents- Work on shift rotations, 12-hour shifts, day and night.