Junior Cloud Operations Analyst

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Collaborate with the Customer Operations team to oversee and support client cloud environments (AWS, Azure, OCI, and GCP).

• Assume responsibility for tickets and alerts, conducting initial analysis and facilitating resolution within technical limits.

• Maintain accountability for the ticket from the initial contact through to resolution or a qualified handover.

• Interact with the client throughout the incident lifecycle, documenting openings, updates, and closures with supporting evidence.

• Execute support activities as outlined in knowledge bases, playbooks, and both internal and vendor documentation.

• Manage monitoring alerts by assessing impact, correlating events, and implementing procedures.

• Conduct technical validations and initial health checks for infrastructure or databases.

• Develop and implement GMUDs (change requests) related to Security, FinOps, or Customer Success requirements.

• Guarantee that escalations and handovers contain complete context, validations, evidence, and acceptance from the receiving team.

• Record actions in the ITSM in a clear, comprehensive, and traceable manner.

• Confirm information during shift transitions and ensure tickets are kept current.

• Suggest enhancements to processes, documentation, automation, and the utilization of Artificial Intelligence.

⛳️ Requirements

• Bachelor's degree completed or currently in progress.

• Fundamental understanding of the ITIL framework.

• Experience in customer support and service roles.

• Basic proficiency in English or Spanish (reading, writing, and speaking).

• Understanding of basic concepts related to Linux and Windows operating systems.

• Familiarity with load balancers, CDNs, auto-scaling, Kubernetes, and instances in AWS, Azure, OCI, and GCP.

• Knowledge of Dynatrace, Workload Security, Commvault, and Zabbix.

• Basic ITIL concepts including incident management, communication, and escalation.

• Basic operational experience in Freshservice.

• Fundamentals / Foundations certification in AWS, Azure, OCI, or GCP in at least one cloud platform.

• Strong verbal and written communication skills.

• Proactive disposition.

• Ability to work effectively in a team environment.

• Flexibility and adaptability to changing circumstances.

• Capacity to operate under pressure.

• Time management skills and the ability to self-direct tasks.

🏝️ Benefits

• Health plan with coverage for legal dependents.

• Meal and food allowance (Flash Benefits).

• Access to a telemedicine platform.

• Dental plan.

• Discount on gym memberships (TotalPass).

• Pharmacy discount/program.

• Life insurance coverage.

• Private pension plan.

• Childcare assistance.

• Inclusion assistance.

• Home office allowance.

• Certification program opportunities.

• Language program offerings.

• Educational partnerships.

• Day off for birthdays.

• Extended parental leave (paternity and maternity).