Cloud Application Services Engineer

The Cloud Application Services Engineer assists in the application support, and management of the services and capabilities of the Cloud Services offering.   

This role requires the job holder to provide first-class support and assistance to the Cloud Services enterprise and must demonstrate technical and business process expertise. To be successful in this role one needs to be able to communicate in a professionally ethical way with colleagues, management, third-party vendors, customers, and partners.   

People taking this role must work effectively in a team environment and be willing to work flexible hours, when necessary. Successful candidates must demonstrate the ability to apply technology and business process to support the needs of the Cloud Services customers and partners 

Responsibility

• Act as L2 Support to provide back-end support for the customer-facing support teams.
• Assist other departments with application expertise, such as Sales and Professional Services.
• Be able to understand services status, activity, and performance metrics.
• Contribute to the internal Knowledge Base and the team’s Confluence pages.
• Provide analysis and resolution of issues raised with the team in a timely manner, documenting and escalating unresolved issues to the relevant team, as necessary.
• Provide service fault diagnosis and assist R&D in analysis and solution design.
• Participate in Change Management activities.
• Be a go-to resource within the Cloud Services Department for troubleshooting, configuration design and planning.
• Identify and report gaps in current processes to their line manager.
• Identify and help design innovative measures for reducing escalations and/or optimize work.
• Meet the OLA targets agreed with the internal teams for request fulfilment and the committed Department SLAs.
• Understand how the service is utilized by the general customer base.
• Understand the business impact of services to appropriately prioritize and drive intervention decisions.
• Help ensuring customer satisfaction through prioritizing and tracking customer issues through to resolution.
• Act as the first point of technical issue escalation for high priority support issues.
• Assist the customer service advisor group with managing customer expectations, issue prioritization, and policy clarification when needed.
• Maintain management awareness of high-impact customer issue status and communicate customer needs as appropriate for additional management attention.
• Assist with improving the ability of the customer facing support teams to handle technically complex issues through Problem Management.
• Identify product trends for product improvement discussions.
• Contribute to technical writing efforts to provide customers with accurate product information.
• Develop relationships with peers to effectively manage long-term support needs of customers.