Cloud Support Specialist (AWS & Azure)

About the role

As a Cloud Support Specialist (AWS & Azure) for the Life Sciences and Healthcare sector, you will ensure the operational stability and performance of cloud infrastructure. Your focus will be on incident management, cloud resource monitoring, and maintaining high availability of cloud environments for pharmaceutical clients.

Responsibilities

• Provide L2/L3 support for AWS and Azure cloud environments, ensuring high availability and performance.
• Manage incidents, service requests, and changes using ServiceNow, following ITIL best practices.
• Monitor cloud infrastructure health using Dynatrace and BigPanda, proactively identifying issues.
• Troubleshoot cloud resource issues, networking problems, and service disruptions.
• Collaborate with cloud engineering teams to escalate complex issues and coordinate fixes.
• Document known issues, troubleshooting guides, and operational procedures in Confluence.
• Track support activities in JIRA, ensuring SLA compliance and timely resolution.
• Perform routine maintenance and automation using shell scripts and basic IaC tools.
• Ensure compliance with industry regulations (GxP, HIPAA) in cloud operations.
• Participate in on-call rotations and incident response activities.

Requirements

• Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field.
• 2+ years of experience in cloud support or IT operations with AWS and Azure.
• Strong understanding of ITSM processes (ITIL certified preferred) and experience with ServiceNow.
• Proficiency with Dynatrace, BigPanda, or similar monitoring and alerting tools.
• Experience with JIRA for ticket management and Confluence for documentation.
• Basic to intermediate shell scripting skills for automation.
• Solid knowledge of AWS and Azure services and cloud operations.
• Basic understanding of IaC tools (Terraform, CloudFormation) is a plus.
• Excellent communication and stakeholder management skills.
• Exposure to GenAI technologies and Gemini for AI-assisted operations and automation is a plus.