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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer environments in Cloud Computing, including AWS, Azure, OCI, and GCP, while effectively handling support tickets and maintaining clear communication throughout the service lifecycle. Proficient in ITIL concepts and observability tools, with a commitment to process improvement and customer success.
Highest-signal resume keywords
Cloud Computing (AWS, Azure, OCI, GCP)ITIL Framework KnowledgeCustomer Service ExperienceObservability Tools (Dynatrace, Zabbix)Basic Spanish Proficiency
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Work with the Customer Operations team to support and manage customer environments in Cloud Computing (AWS, Azure, OCI, and GCP)
- Handle tickets and alerts, performing initial analysis and leading resolution within your technical capabilities
- Maintain ownership of each ticket from first contact through resolution or a qualified handoff
- Communicate with the customer throughout the service lifecycle, recording the ticket opening, periodic updates, and closure with supporting evidence
- Perform support activities based on KBs, playbooks, and internal and vendor documentation
- Request the creation or updating of procedures, training materials, and documentation to reduce recurrence
- Handle known monitoring alerts by validating impact, correlating events, and executing the prescribed actions
- Perform initial technical validations and health checks for Infrastructure or Databases
- Create and execute change requests (GMUDs) related to Security, FinOps, or Customer Success initiatives
- Ensure escalations and handoffs include complete context, validations, evidence, and acceptance by the receiving team
- Record actions clearly, completely, and traceably in the ITSM system
- Review information during shift handovers and keep tickets up to date
- Identify and propose improvements to processes, documentation, automation, and the use of Artificial Intelligence
Requirements
What you’ll need- Completed or ongoing higher education
- Basic knowledge of the ITIL Framework
- Experience in customer service and support
- At least basic Spanish proficiency (reading, writing, and conversation)
- Basic English proficiency preferred (reading, writing, and conversation)
- Knowledge of Linux and Windows operating system concepts
- Knowledge of cloud services: Load Balancer, CDN, Auto Scaling, Kubernetes, and instances in AWS, Azure, OCI, and GCP
- Knowledge of observability tools: Dynatrace, Workload Security, Commvault, and Zabbix
- Basic ITIL concepts: incident management, communication, and escalation
- Basic experience operating Freshservice
- Fundamentals/Foundations certification in AWS, Azure, OCI, or GCP preferred, preferably AWS
- Strong verbal and written communication skills
- Commitment
- Proactivity
- Teamwork skills
- Flexibility and adaptability
- Ability to work under pressure
- Time self-management and activity tracking
Benefits
Comp & perks- Health insurance with coverage for eligible dependents
- Food and meal allowance (Flash Benefícios)
- Telemedicine platform
- Dental insurance
- Gym membership program (TotalPass)
- Pharmacy benefit
- Life insurance
- Private pension plan
- Childcare assistance
- Inclusion assistance
- Home office allowance
- Certification program
- Language program
- Educational partnerships
- Birthday day off
- Extended parental leave
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Cloud Services (Load Balancer, CDN, Auto Scaling, Kubernetes)Linux Operating System ConceptsWindows Operating System ConceptsIncident ManagementChange Requests (GMUDs)Technical ValidationHealth Checks for InfrastructureTicket ManagementDocumentation CreationAutomation Proposals
Soft Skills
Strong Verbal Communication SkillsStrong Written Communication SkillsCommitmentProactivityTeamwork SkillsFlexibility and AdaptabilityAbility to Work Under PressureTime Self-Management
Tools & Technologies
FreshserviceDynatraceCommvaultZabbix
Certifications & Qualifications
Fundamentals/Foundations Certification in AWSFundamentals/Foundations Certification in AzureFundamentals/Foundations Certification in OCIFundamentals/Foundations Certification in GCP
Industry Keywords
Customer OperationsService LifecycleTicketing SystemMonitoring AlertsProcess Improvement