Job Description

MainOne Cable is a leading provider of innovative telecommunications and network solutions in West Africa. With a state-of-the-art submarine cable system and terrestrial network infrastructure, we deliver high-speed connectivity, data center services, and cloud solutions to businesses, governments, and individuals across the region. Our mission is to enable digital transformation, drive economic growth, and empower communities through reliable and scalable telecom and IT solutions. Join us in our commitment to connecting West Africa to the world and shaping the future of telecommunications.

Position Overview:

MainOne Cable is seeking a skilled and customer-focused Cloud Support Officer to join our Cloud Services team. As a Cloud Support Officer, you will be responsible for providing technical support, troubleshooting, and maintenance for MainOne's cloud infrastructure and services, including virtual machines, storage, networking, and security. You will work closely with customers, engineers, and operations teams to resolve issues, optimize performance, and ensure the reliability and availability of our cloud platforms. Your expertise in cloud technologies, customer service, and problem-solving will contribute to the success and satisfaction of our customers.

Key Responsibilities:

1. Technical Support: Provide frontline technical support and assistance to customers using MainOne's cloud services, including virtual machines, storage solutions, networking configurations, and security features. Troubleshoot and resolve issues related to cloud infrastructure, performance, connectivity, and security.

2. Incident Management: Monitor cloud infrastructure and services for performance, availability, and security incidents. Respond to alerts, tickets, and customer inquiries in a timely manner, following established incident management processes and service level agreements (SLAs).

3. Customer Engagement: Interact with customers via phone, email, chat, or ticketing system to understand their technical requirements, diagnose issues, and provide guidance and solutions. Communicate effectively with customers to ensure understanding of technical issues and resolution steps.

4. Documentation and Knowledge Management: Document troubleshooting steps, resolution procedures, and best practices for cloud support processes and procedures. Maintain a knowledge base of common issues, solutions, and customer interactions to facilitate efficient problem-solving and knowledge sharing.

5. Performance Optimization: Monitor cloud resources, utilization, and performance metrics to identify opportunities for optimization, cost savings, and efficiency improvements. Collaborate with engineering and operations teams to implement optimizations and enhancements to cloud infrastructure and services.

6. Security Compliance: Ensure compliance with security policies, procedures, and regulatory requirements for cloud environments, including data protection, access controls, encryption, and security configurations. Implement security best practices and controls to protect customer data and infrastructure.

7. Continuous Improvement: Participate in continuous improvement initiatives to enhance cloud support processes, tools, and capabilities. Provide feedback and insights to engineering and product teams to inform product development and roadmap prioritization.

8. Training and Development: Stay updated on emerging trends, technologies, and best practices in cloud computing, virtualization, and IT service management. Participate in training programs, certifications, and professional development activities to enhance skills and knowledge.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field; additional certifications in cloud computing (e.g., AWS, Azure, Google Cloud) are a plus.
• Minimum of 2-3 years of experience in technical support, system administration, or cloud operations roles, preferably in a telecommunications or cloud services provider environment.
• Strong understanding of cloud computing concepts, architectures, and services, including IaaS, PaaS, and SaaS models.
• Proficiency in cloud platforms and technologies, such as AWS, Azure, Google Cloud, VMware, OpenStack, or Kubernetes.
• Excellent troubleshooting skills, with the ability to diagnose and resolve technical issues in cloud environments.
• Customer service orientation, with strong communication, interpersonal, and problem-solving skills.
• Ability to work independently, prioritize tasks, and manage multiple priorities in a fast-paced environment.
• Flexibility to work in shifts, including weekends and holidays, and participate in on-call rotations as needed.