Junior Cloud Operations Analyst

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

📋 Description

• Collaborate with the Customer Operations team to manage and support customer environments in Cloud Computing (AWS, Azure, OCI, and GCP).

• Address tickets and alerts, conducting initial analysis and driving resolution within your technical expertise.

• Take full ownership of each ticket from the first contact through to resolution or a qualified handoff.

• Maintain communication with the customer throughout the service lifecycle, documenting the ticket opening, providing periodic updates, and closing with supporting evidence.

• Execute support activities based on knowledge bases (KBs), playbooks, and both internal and vendor documentation.

• Request the creation or updating of procedures, training materials, and documentation to minimize recurrence.

• Manage known monitoring alerts by validating their impact, correlating events, and carrying out the prescribed actions.

• Conduct initial technical validations and health checks for Infrastructure or Databases.

• Create and implement change requests (GMUDs) pertaining to Security, FinOps, or Customer Success initiatives.

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

• Document actions clearly, thoroughly, and traceably within the ITSM system.

• Review information during shift handovers and ensure tickets are kept up to date.

• Identify and suggest enhancements to processes, documentation, automation, and the application of Artificial Intelligence.

⛳️ Requirements

• Completed or ongoing higher education.

• Fundamental understanding of the ITIL Framework.

• Experience in customer service and support roles.

• At least basic proficiency in Spanish (reading, writing, and conversation).

• Basic proficiency in English preferred (reading, writing, and conversation).

• Familiarity with Linux and Windows operating system concepts.

• Understanding of cloud services: Load Balancer, CDN, Auto Scaling, Kubernetes, and instances in AWS, Azure, OCI, and GCP.

• Knowledge of observability tools such as Dynatrace, Workload Security, Commvault, and Zabbix.

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

• Basic experience using Freshservice.

• Preferred certification at the Fundamentals/Foundations level in AWS, Azure, OCI, or GCP, especially AWS.

• Strong verbal and written communication skills.

• Commitment to excellence.

• Proactive approach.

• Ability to work well in a team.

• Flexibility and adaptability to changing situations.

• Capacity to work effectively under pressure.

• Skills in time management and activity tracking.

🏝️ Benefits

• Health insurance with coverage for eligible dependents.

• Food and meal allowance (Flash Benefícios).

• Access to a telemedicine platform.

• Dental insurance coverage.

• Gym membership program (TotalPass).

• Pharmacy benefits.

• Life insurance coverage.

• Private pension plan.

• Childcare assistance.

• Inclusion assistance.

• Home office allowance.

• Certification program opportunities.

• Language program offerings.

• Educational partnerships available.

• Day off for birthdays.

• Extended parental leave.