The Role
Monitor alarms and handle cloud tickets; triage, escalate, and resolve incidents per SOPs and runbooks. Maintain shift continuity, documentation, and service reporting. Collaborate with SREs, vendors, and stakeholders, drive process improvements, and support major incident coordination and coaching for junior staff.
Summary Generated by Built In
Job Description
Knowledge, Skills & Abilities:
Core Responsibilities
- Monitor operational alarms and respond to incidents in accordance with defined SOPs, MOPs, and runbooks.
- Handle cloud tickets and support routine operational activities with strong attention to SLA compliance and ticket hygiene.
- Participate in incident triage, escalation, coordination, and resolution activities.
- Support shift handovers and maintain service continuity across operations.
- Maintain accurate operational records, reports, and documentation.
- Collaborate with internal teams, SREs, vendors, and stakeholders to support smooth daily operations.
- Identify process gaps and contribute to continuous improvement initiatives.
- Support knowledge base maintenance, operational reviews, and reporting activities.
- Serve as a first-level escalation point of contact for operational issues.
- Guide major incident handling and support bridge calls when needed.
- Oversee workload distribution and operational execution across shifts.
- Coach junior team members and provide structured guidance and feedback.
- Help drive process standardization, documentation quality, and operational excellence.
- Act as backup team lead or operational coordinator when required.
- Bachelor's degree or equivalent practical experience in Computer Science, Information Technology, Engineering, or a related field.
- Experience in operations, cloud support, network operations, technical support, or incident management environments.
- Familiarity with alarm monitoring, ticketing systems, escalation workflows, and operational support processes.
- Experience following or maintaining SOPs, MOPs, runbooks, or other structured operational documentation.
- Strong troubleshooting and problem-solving skills, with a structured and detail-oriented working style.
- Good communication and coordination skills, with the ability to work effectively across technical and non-technical stakeholders.
- Ability to work in a fast-changing environment and manage multiple operational priorities.
- Strong ownership, accountability, and execution mindset.
- Experience acting as a shift lead, escalation point, or operational coordinator.
- Exposure to cloud infrastructure operations, service monitoring, or production support environments.
- Experience supporting major incident response and stakeholder communications.
- Experience maintaining documentation standards and improving operational workflows.
- Exposure to automation, scripting, or process optimization initiatives.
- Experience supporting reporting, metrics tracking, or service review preparation.
- Prior experience working with distributed teams, vendors, or regional support functions.
- Proven ability to work independently with minimal supervision.
- Experience mentoring team members or supporting onboarding and knowledge transfer.
- Strong stakeholder management skills and confidence in escalation scenarios.
- Interest in automation and continuous improvement of operational efficiency.
- High adaptability, learning agility, and willingness to challenge inefficient processes.
- Experience supporting projects or mini-projects under tight timelines.
Skills Required
- Bachelor's degree or equivalent practical experience in Computer Science, IT, Engineering, or related field
- Experience in operations, cloud support, network operations, technical support, or incident management environments
- Familiarity with alarm monitoring, ticketing systems, escalation workflows, and operational support processes
- Experience following or maintaining SOPs, MOPs, runbooks, or other structured operational documentation
- Strong troubleshooting and problem-solving skills with structured, detail-oriented working style
- Good communication and coordination skills across technical and non-technical stakeholders
- Ability to manage multiple operational priorities in a fast-changing environment
- Strong ownership, accountability, and execution mindset
- Experience acting as a shift lead, escalation point, or operational coordinator
- Exposure to cloud infrastructure operations, service monitoring, or production support environments
- Experience supporting major incident response and stakeholder communications
- Exposure to automation, scripting, or process optimization initiatives
- Experience supporting reporting, metrics tracking, or service review preparation
- Proven ability to work independently with minimal supervision and mentor team members
Astreya Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Astreya and has not been reviewed or approved by Astreya.
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Healthcare Strength — Health coverage includes multiple medical plan options plus dental and vision, complemented by FSAs, an EAP, disability and life insurance, and wellness programs. Feedback suggests these offerings provide solid core protection across many roles.
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Wellbeing & Lifestyle Benefits — Client-site amenities at some large tech campuses can add non-cash value such as meals or on-site perks that enhance the day-to-day experience. Wellness Days and access to learning resources and tuition reimbursement further support overall wellbeing.
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Flexible Benefits — Choice among medical plan types and tax-advantaged accounts enables some customization to individual needs. Some roles also offer remote or flexible work, adding practical flexibility to the total package.
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The Company
What We Do
Astreya is the leading IT solutions provider for some of the world's most recognizable and innovative organizations. Our journey started in 2001 in the heart of Silicon Valley and reaches thirty-three countries with over 2200+ IT professionals. We enable businesses to make better decisions, achieve operational efficiency and gain a competitive edge. The Astreya advantage is centered around focus and clear- vision, world-class talent, and innovative technology: Creativity is in our DNA. Our dedicated Software and Service Innovation teams bring best-in-class technology and tools to bear for our clients.
