Job Description
Responsibilities
- Complex Incident Management: Beyond daily consulting, act as the final escalation point for L1 issues. Lead the troubleshooting of high-priority (P0/P1) incidents involving complex hybrid cloud architectures.
- Product & Engineering Synergy: Not just tracking bugs, but providing deep-dive technical insights to R&D teams. Influence the product roadmap by identifying systemic architectural flaws and proposing optimization solutions.
- Customer Success & Risk Mitigation: Conduct proactive technical audits and architectural reviews for Key Accounts (KA). Use diagnostic tools not just to avoid risks but to design high-availability (HA) and disaster recovery (DR) strategies.
- Knowledge Empowerment: Create and maintain high-quality technical documentation, troubleshooting playbooks, and internal Knowledge Base (KB) articles to improve the overall team’s technical capability.
Work Experience Requirements
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