• Amazon Relational Database Service
• Infrastructure Management
• Server Administration
• Network Administration
• Incident Management
• Ticket Management
• Root Cause Analysis
• SLA Management
• Hardware Configuration
• Software Installation

This role involves resolving, maintaining, and managing client software, hardware, and network infrastructure based on service requests raised by end users, ensuring adherence to defined SLAs and client satisfaction.

You will be responsible for responding to all tickets in a timely manner, performing root cause analysis, and creating action plans to resolve issues effectively. The role requires acting as a custodian of client networks, servers, systems, storage, and infrastructure to ensure their proper functioning and upkeep.

Key responsibilities include installing and configuring software and hardware based on service requests, providing immediate resolution for high-priority tickets, and maintaining 100% adherence to timeliness based on issue priority. You will track tickets from acceptance to resolution, maintain timely backups of important data and logs, and coordinate with on-site teams for complex problem resolution.

Additionally, you will review logs gathered by chat bots to ensure all service requests are resolved on time, provide application and user access as per client requirements, and work towards zero customer escalations.