Infios

Cloud Engineer

• Ensure the availability, resilience, security, and performance of Infios cloud solutions
• Design, implement, and optimize secure, scalable, and highly available cloud infrastructure across OCI, AWS, and Azure
• Lead cloud architecture decisions, review technical designs, and provide senior-level support for complex infrastructure and L2 to L4 incidents
• Manage infrastructure lifecycles, including network components, upgrades, patching, migrations, CI/CD activities, and new cloud features
• Monitor cloud resources for performance, security, and cost, and improve service reliability and efficiency through regular analysis
• Develop automation to reduce manual maintenance
• Document cloud configurations, processes, backup procedures, and disaster recovery plans
• Partner with security and technical teams to strengthen cloud environments
• Mentor junior colleagues and promote best practices
• Participate in the on-call rotation for critical incidents
• Collaborate with Product Development, Professional Services, Support, Customer Support, Security, and Enterprise Architecture
• Lead architecture decisions, strengthen disaster recovery capabilities, advance automation, and promote consistent cloud engineering standards across the global cloud estate

Manager

• Act as the voice of the customer within the organization, advocating for support and technical needs
• Manage the team's case queue and ensure timely handling of cases
• Escalate challenging customer technical issues that support agents cannot resolve independently
• Manage escalations and report appropriately to Service Delivery Organization leadership and managers
• Monitor team performance, provide regular feedback, and conduct performance evaluations
• Improve support processes and workflows to enhance customer satisfaction and efficiency
• Encourage knowledge sharing among team members
• Conduct regular team capacity checks and plan for current and future growth
• Identify risks and gaps within the support team and client accounts and report them appropriately
• Help formulate solutions and action plans for operational and support initiatives

Cloud Engineer

Support Manager