Cloud Infrastructure Support
CurrentEvent Management | Incident Management | Request fulfillment- Verify the impact to the customer to ensure that appropriate action can be taken.- Follow ticket handling procedures to ensure prompt and efficient resolution.- Perform relevant technical checks and utilize knowledge from experience as well as history of alerts,Incidents, Problems and Changes to verify Alerts vs Incidents or Requests.- Review the quality of ServiceNow Records to ensure all details are captured including as per teams checks and balances including CMDB items for efficient support of Interactive customers.- Engage Major Incident Managers for all P1 and P2 determined Incidents.- Events have cleared within monitoring tool before closing incident record.- Manage to resolution or escalate incidents and requests to Level 2 Cloud Infrastructure Support team for further investigation while ensuring sufficient knowledge transfer.Change Management- Perform relevant actions to create and seek approval for changes.- Assist team members by peer reviewing changes in a timely manner.- Complete changes in agreed scheduled timeframes.- Where changes are not successful, communicate status and be clear about use of roll-back plans and fix in place actions.- Work with the change Manager to provide additional information deemed necessary for the approval of changesSupported Environments- Supporting VMware vCenter and ESXi Host Provisioning, Maintenance and Monitoring.- vCenter Alerts Monitoring.- Perform Virtual Machines Provisioning, Maintenance and Monitoring.- Ensure Systems/Servers are 100% Highly Available.- Recommend VM upgrade(s) based on the system performance.- Administering Distributed and Standard Switch and port groups.- Administering Users Managements.- Microsoft Windows Maintenance and Troubleshooting 2008, 2012, 2016, 2019
