Job Ref #: LT-471
Industry: Information Technology
Job Type: Permanent
Positions Available: 1

Job Description

OVERVIEW  
Reporting to the Cloud Platform Support Manager, the Cloud Platform Support Specialist is responsible for being a specialist on the Liquid Cloud Platform. The incumbent is a L3 Support specialist for all Platform related queries from all Opcos/Partners including platform support, customer onboarding, reporting, and billing queries. 

RESPONSIBILITIES  

• Maintain Accuracy and reliability of cloud platform.  
• Logging Support Queries from Opcos/Partners on Platform  
• Ensure 99.99% uptime and reliability of the Cloud Platform  
• Working with internal and external stakeholders to resolve platform issues.  
• Analysis of support queries and documenting in Knowledge Base for Future Reference  
• Understand the entire Cloud Platform and its capabilities to derive maximum value out of it for Liquid Opcos and its partners.  
• Enthusiasm to troubleshoot and resolve issues by coordinating cross functionally.  
• Help in onboarding and training Partners/Internal resources on the Liquid Cloud Platform across all Opcos.  
• Helping with onboarding new products and services on the Liquid Cloud  
• Be the Subject Matter Expert on the Liquid Cloud Platform  
• Maintaining an ongoing awareness of updates and alterations to Microsoft products and other related products on the platform. 

 Reporting  
• Ensure accuracy of the data loaded in the Cloud Platform  
• Ensure Revenue Reports from Platform are shared with all stakeholders timeously  
• Helping with configuration of discounts/spot pricing for customers on the platform and training Opco teams to implement the same  
• Handling reporting queries from Partners/Liquid Opcos and help in resolution  
• Ensures Revenue reports are generated accurately for all OPCOs  
• Inputs on Platform Profitability in terms of Cost of Platform vs Revenue generated from the platform  

Job Requirements

Education  

• Relevant bachelor’s degree  

• Cloud Certifications MS 900/AZ 900/Google/Acronis/Avepoint or others 

• Project Management theory and best practice methodologies certification (Waterfal, Prince2, Agile)  

 

Experience  

• 2-3 years’ experience in a Support Ecosystem and resolving Support queries  

• 2-3 years’ experience in the telecommunications industry  

• 1-2 years exposure to Product Management/Project Management

1-2Experience of Working on Service Now/Zen Desk