Job Description:

　　24 x 7 Production support and second level trouble shooting of Azure incidents.

　　• 24 x 7 second level outage response for Azure

　　• 24 x 7 Application performance monitoring, troubleshooting and corrective actions for application hosted on Azure

　　• Support incident management and problem management / RCA

　　Work in Shift with a possibility of off hours on call support on rotational basis. Occasionally may have to work long hours in situations when it is needed.

　　Incident Support:

　　Respond to Incident inquiries and issues related to Azure services via various communication channels (tickets, email, chat, phone).

　　Provide timely and effective solutions to customer problems, ensuring a high level of customer satisfaction.

　　Collaborate with other teams and escalate issues as needed.

　　Troubleshooting:

　　Diagnose and troubleshoot technical issues related to Azure services, including but not limited to virtual machines, storage, networking, and security.

　　Analyze log files and system data to identify root causes of problems.

　　Work closely with customers to gather information and perform remote debugging when necessary.

　　Knowledge Transfer:

　　Stay up-to-date with the latest Azure services, updates, and best practices.

　　Share knowledge with customers and internal teams to improve overall understanding and support capabilities.

　　Create and maintain documentation for common issues and resolutions.

　　Incident Management:

　　Manage and prioritize incoming support requests based on severity and impact.

　　Follow established incident management processes to ensure timely resolution of customer issues.

　　Provide status updates to customers and stakeholders throughout the incident resolution process.

　　Collaboration:

　　Collaborate with cross-functional teams, including development, operations, and security, to address customer issues and improve service reliability.

　　Participate in knowledge-sharing sessions and contribute to a collaborative and innovative support environment.

　　Automation:

　　Identify opportunities for automation to improve efficiency in issue resolution.

　　Develop scripts and automation tools to streamline common support tasks.

　　Training and Development:

　　Participate in ongoing training to enhance technical skills and stay current with Azure technologies.

　　Mentor junior support staff and assist in their professional development.

　　Qualifications:

　　Bachelor’s degree in Computer Science, Information Technology, or related field.

　　Certification in Microsoft Azure (e.g., Microsoft Certified: Azure Administrator Associate).

　　Previous experience in a technical support role, preferably with a focus on cloud services.

　　Strong communication and interpersonal skills.

　　Ability to work independently and collaboratively in a team environment.

　　Weekly Hours:

　　40

　　Time Type:

　　Regular

　　Location:

　　Hyderabad, Andhra Pradesh, India

　　It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.

　　AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws

　　We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status