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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Network / System Administration |
| EmploymentType | Full-time |
To be the first point of contact for customers trying to reach BlazeClan Technical Support team via email/phone/ ticketing system. Should have AWS + Linux/Windows knowledge with good communication. Assist BlazeClan customers in logging tickets in Opsramp for their support request to achieve higher customer satisfaction/delight Assist organization in achieving 25% of FCR of the overall ticket volume Communicate with On Call BlazeClan Cloud Engineer/Customers as per BlazeClan customer communication and escalation protocol Ensures all tickets are acknowledged in time as per the defined SLA s priority in order to meet MTTRes (Mean Time To Response) Work closely with the Shift Manager ensuring tickets are assigned appropriately responded to within SLA s Coordinate with customers L2/L3 Resources for planned downtimes/scheduled activities with appropriate reminder including L3 resources for that customer Ensure there is a supporting ticket in Ticketing system for every issue being worked on by the BlazeClan resources. Always escalate production down situation (P1) to Shift lead/L2/L3 on high priority Monitor customer production/development environments using various monitoring toolsTo be the first point of contact for customers trying to reach BlazeClan Technical Support team via email/phone/ ticketing system. Should have AWS + Linux/Windows knowledge with good communication.Assist BlazeClan customers in logging tickets in Opsramp for their support request to achieve higher customer satisfaction/delightAssist organization in achieving 25% of FCR of the overall ticket volumeCommunicate with On Call BlazeClan Cloud Engineer/Customers as per BlazeClan customer communication and escalation protocolEnsures all tickets are acknowledged in time as per the defined SLA s priority in order to meet MTTRes (Mean Time To Response)Work closely with the Shift Manager ensuring tickets are assigned appropriately responded to within SLA sCoordinate with customers L2/L3 Resourcesfor planned downtimes/scheduled activities with appropriate reminder including L3 resources for that customerEnsure there is a supporting ticket in Ticketing system for every issue being worked on by the BlazeClan resources.Always escalate production down situation (P1) to Shift lead/L2/L3 on high priorityMonitor customer production/development environments using various monitoring tools,
Keyskills :
linuxawstroubleshootingenvironmentmysqlmonitcustomer communicationslacloudreachloggingprotocolticketingmonitescalationcommunicationLaptopsRemote Desktoping toolstechnical suppingkstations