CloudOps Engineer (L1)

Job Purpose

The Frontline Infrastructure Support Engineer (L1) serves as the first point of contact for infrastructure-related incidents and service requests. The role is responsible for continuous monitoring of enterprise IT infrastructure, performing initial diagnostics, executing predefined operational tasks, restoring services using standard operating procedures (SOPs), and escalating unresolved issues to L2/L3 teams while ensuring SLA compliance.

Roles & Responsibilities

Infrastructure Monitoring

• Continuously monitor the health, availability, and performance of servers, virtualization, Kubernetes, storage, backup, network, and GPU infrastructure using enterprise monitoring tools.
• Detect alerts, perform initial health checks, validate service availability, and initiate incident notifications as per operational procedures.

Incident Management

• Log, categorize, prioritize, and troubleshoot Level 1 incidents using SOPs and knowledge articles while ensuring SLA compliance.
• Restore services where possible and escalate unresolved or critical incidents to L2/L3 teams with complete documentation.

Windows & Active Directory Support

• Perform user account administration, password resets, account unlocks, and basic Windows server health verification.
• Validate Windows services and escalate server or Active Directory issues requiring advanced administration.

Linux Operations Support

• Monitor Linux server availability, service status, and system logs to identify operational issues.
• Execute approved service restarts and escalate operating system issues beyond standard support procedures.

Virtualization Support