| Job Location | Abu Dhabi, United Arab Emirates |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | IT Services |
| Functional Area | Not Mentioned |
G42 Cloud is looking for a talented and solutions-oriented Services Cloud Engineer expert in providing technical support utilizing various tools for monitoring the physical/virtual health of G42 cloud, tenant space and data centers.Click on join us below to learn more and to apply!The opportunityThe successful resource is expected to work 24/7/ 365 days on rotational shifts. The key person to work as a level 1 technical person responsible for providing professional support to G42 Cloud customers utilizing various tools for monitoring the physical/virtual health of our cloud, tenant space and data centers. Daily receives calls and emails from customers and provide them with answers to their queries, Level 1 troubleshooting.G42 offerings are based on industry standard public cloud providers, Engineers will be responsible for monitoring, supporting, and administering production environment data centers with initial onboarding, upgrades and recovery.Engineers record alarms and customer interactions in the form of tickets, escalating those tickets to level 2 and level 3 teams when applicable within the SLA time.Improve customer service experience, create engaged customers and facilitate organic growth.G42 is an Abu Dhabi based artificial intelligence and cloud computing company with a global footprint delivering holistic and scalable solutions to a variety of commercial and government clients. The Group?s business operations cover a wide range of industry verticals including Healthcare, Government, Smart City & Smart Mobility, Oil & Gas, Fintech, Geospatial, Aviation, Cloud Computing, Big Data Analytics and Sports.Key responsibilitiesReporting to the Director - Delivery & Service.Functional:Ensuring customer satisfaction by appropriately and rightly interacting with themManage tickets, incidents, service requests and changes adhering strictly to the SLAs on Jira. Closely manage and follow up any tickets with customer or level 2/3 engineers.Meeting SLAs and KPIsComply with applicable laws, regulations, international standards and related G42 Policies and Procedures.Comply with G42 Acceptable Use Policy, attend mandatory information security, privacy, business continuity and HSE trainings.Report information security, HSE etc. incidents or suspect incidents through G42 established incident reporting channelsMaintain confidentiality of information and classify and handle information ad per G42 Policies and ProcedureSkills and attributes for successThe success parameters in your role include uptime of the platform, cost savings achieved by the department, and internal customer NPS.
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