Job Description - Cloud Support Specialist (MER0003GRR)
Cloud Support Specialist Group: Mercedes-Benz Group AG
Description
Purpose
Primary point of contact for user questions and for the reporting of incidents in the system. Ensure a smooth incident and service request processing.
* Single point of contact for users regarding incidents.
* Record and categorize incidents with qualified information in ticketing tool (ServiceNow, JIRA, etc.).
* Complete incidents recorded by users with qualified information.
* Evaluate incidents for escalation and problem solution initiation.
* Analyze root causes when possible and provide workarounds in case of errors.
* Track and resolve 1st Level incidents if possible; if no immediate solution is found, assign the incident ticket to the corresponding 2nd Level Support.
* Interface with 2nd Level contacts within IT and suppliers.
* Monitor incidents, push for solutions, and keep users informed.
* Verify solutions with users if needed.
* Prioritize service requests.
* Fulfill service requests according to work instructions and forward to the responsible unit.
* Inform requesters about request fulfillment.
* Close service requests.
Others:
* Advise end users on hardware and software usage.
* Consult Service/Application Owners regarding support topics.
* Administer user credentials and accounts.
* Monitor and report on running services, e.g., availability, capacity, and quality; create and analyze incident reports, identify weaknesses, and initiate improvement measures.
* Implement measures to resolve or escalate issues in the event of recurring incidents.
* Manage operation and event logs (including classification).
Observe and keep an eye on new technologies for the further development and improvement of existing tools and processes.
Qualifications
Experience & Education
Bachelor's degree or above in computer science, information systems, or engineering.
Technical Skills:
* Knowledge of Microsoft Azure Platform (Portal and basic CLI commands).
* Knowledge of ADLS Gen2 Storage Accounts.
* Knowledge of Windows and Linux VMs (Bash, PowerShell).
* Knowledge of Azure AD Identity & Access Management (Service Principal authentication and RBAC configuration).
* Knowledge of Azure Networking (Azure Vnets, NSGs, Proxies, and FW).
* Basic knowledge of Azure SaaS (Databricks and ADF).
* Basic knowledge of Azure DevOps (Connection to Azure resources).
Experience:
+3 years of experience in Service Desk/Service Operation related activities.
Skills:
* Help Desk, Expert.
* Incident and Service Request Management, Expert.
* Experience with ticketing systems (e.g., Jira, Freshdesk, Remedy, get.IT).
* Experience working with 3rd party software vendors.
* Experience with Cloud Environment/Infrastructure (Azure preferred).
* Basic experience with cloud-based visualization tools (e.g., Tableau, DataIKU, etc.).
* Basic experience with cloud-based analytics tools (e.g., HDI R, HDI Spark, Data Bricks, etc.).
* Basic experience with big data compute tools (e.g., Data Science VMs, WebApps, etc.).
Languages:
English: Reading, writing, and fluent conversation. Other languages are not mandatory but are an added value.
Soft Skills:
* Team player.
Organization
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