Job description

Executive - Managed Services role in Information Technology Operations at Core42, a provider of AI-powered cloud and digital infrastructure delivering sovereign AI infrastructure and scalable high-performance compute infrastructure, with a focus on clients and sectors with stringent regulatory needs and external regulatory standards. The role provides first-level support for cloud-based systems and cloud infrastructure, handling monitoring, troubleshooting, resolving issues, and processing service requests related to cloud services while collaborating with cross-functional teams and L2/L3 engineers to ensure seamless service delivery and compliance with operational best practices. Responsibilities include proactively monitoring cloud resources and services to identify performance issues, errors, outages, and respond to system alerts and incidents with quick identification, diagnosis, and resolution; performing routine checks to maintain operational efficiency and security; providing first-level troubleshooting for cloud-based services and escalating complex issues to L2/L3 teams; documenting and categorizing incidents and adhering to established incident management workflows; collaborating with internal teams to diagnose recurring issues and contribute to problem resolution efforts. Provides end-user support for cloud queries including access and permissions and basic troubleshooting; implements and manages service requests for cloud resource provisioning, modifications, and decommissioning; logs, tracks, and resolves user requests according to established Service Level Agreements (SLAs). Supports configuration and change management by implementing changes according to approved change requests, maintaining accurate records of cloud configurations, ensuring compliance with change management processes, and participating in change advisory board (CAB) discussions when needed. Maintains documentation and knowledge management by keeping comprehensive documentation of cloud resources, configurations, and operational procedures, developing and updating knowledge base articles and standard operating procedures, and sharing lessons learned to improve operational efficiency. Ensures security and compliance by adhering to internal security policies and external regulatory standards, assisting audit processes with documentation and responses to audit inquiries, and following best practices for identity management, data protection, and incident response within cloud environments. Collaborates and communicates with L2/L3 engineers, system administrators and other support teams, participates in team meetings, and communicates with stakeholders on issue status, resolution timelines, and service improvements. Drives continuous improvement and automation by identifying operational improvement areas, proposing automation solutions, collaborating to automate routine tasks and workflows, and staying updated on emerging cloud technologies and best practices. Qualifications require a bachelor’s degree in Computer Science, Information Technology, or related IT field; in-depth knowledge of cloud platforms including AWS, Azure, Google Cloud, and G42 Cloud; relevant certifications in at least two cloud platforms such as AWS Certified Cloud Practitioner, Microsoft Certified: Azure Fundamentals, HCIA, HCIP; minimum 5 years’ experience in a similar role specializing in cloud technologies; proficiency in scripting languages such as Python and PowerShell for automation.