Administrator - Iaas AWS, Terraform

Job Summary

The IaaS Support Administrator plays a crucial role in ensuring seamless operations within the Support & Operations team. This position is responsible for independently managing and resolving technical tickets related to IaaS services on AWS and Terraform, providing on-call support, and conducting root cause analysis to improve service reliability and customer satisfaction.

Key Responsibilities

1. Provide Technical Support By Independently Resolving Tickets Related To Iaas Services On Aws And Terraform, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis For Escalated Issues To Identify Underlying Problems And Implement Effective Solutions, Enhancing Service Reliability.
3. Update And Manage The Knowledge Base With Relevant Information On Aws And Terraform Best Practices, Contributing To Team Knowledge Sharing And Operational Efficiency.
4. Facilitate Training Sessions For New Team Members, Coaching Analysts On Operational Processes And Tools To Improve Overall Team Performance.
5. Achieve Positive Customer Experience And High Csat Scores Through Effective First Call Resolution, Ensuring Minimal Rejected Resolutions And Reopen Cases.

Skill Requirements

1. Proficient In Iaas Services, Specifically Aws And Terraform, With A Solid Understanding Of Cloud Infrastructure Management.
2. Strong Problem-Solving Skills With The Ability To Conduct Thorough Root Cause Analysis.
3. Familiarity With Ticketing Systems And Service Level Agreements (Sla) To Manage And Resolve Customer Issues Effectively.
4. Excellent Communication Skills For Training And Knowledge Sharing Within The Team.

Other Requirements

1. Aws Certified Solutions Architect (Optional But Valuable).
2. Hashicorp Certified: Terraform Associate (Optional But Valuable)