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Key Accountabilities

🔹Successful implementation and onboarding of Cloudmon for customers

🔹Timely resolution of support tickets within defined SLA

🔹Ensure monitoring coverage and accuracy for customer environments

🔹Maintain internal IT infrastructure availability and reliability

🔹Customer satisfaction through effective communication and resolution

🔹Contribution to knowledge base and documentation

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Job Responsibilities

💠 Cloudmon Implementation:‍

⬩ Install and configure Cloudmon Controller, Probe, and Agent components

⬩ Onboard and configure devices (Network, Servers, Applications)

⬩ Configure monitoring (SNMP, WMI, APIs, Agent-based)

⬩ Setup dashboards, alerts, thresholds, and reports

⬩ Assist in Proof of Concepts (POCs) and customer demos

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💠 Support & Troubleshooting

⬩ Handle L1/L2 support tickets from customers

⬩ Trouble shoot issues related to:

⬩ Monitoring gaps

⬩ Agent connectivity

⬩ Network/device polling

⬩ Alerts and reporting

⬩ Perform root cause analysis (RCA) for critical issues

⬩ Coordinate with Development team for bug fixes and escalations

⬩ Provide timely updates to customers and internal stakeholders

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💠 IT Infrastructure Support (Internal)

⬩ Provide support for company IT infrastructure (systems, network, tools)

⬩ Manage user issues related to OS (Windows/Linux), connectivity, and access

⬩ Assist in system setup, maintenance, and troubleshooting



💠Documentation & Knowledge Management

⬩ Create and maintain:

   ⬩ Knowledge Base (KB) articles

   ⬩ Troubleshooting guides

   ⬩ Implementation documents

⬩ Ensure reuse of solutions and continuous improvement

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Communications & Working Relationships

💠 Internal: Development Team, QA Team, Product Team

💠 External: Customers

💠 Working Conditions: Shift-based support (business hours), On-call support for critical issues, May require remote/onsite customer interaction

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Qualifications, Experience, Knowledge & Skills

💠 Minimum Qualifications: Any bachelor’s degree (preferred in IT / Computer Science)

💠Minimum Experience: 0–2 years (Freshers with strong fundamentals can apply)

💠 Knowledge:

⬩ Basic understanding of: Linux and Windows OS, Networking concepts (TCP/IP, DNS, HTTP, SNMP)

⬩ Exposure to monitoring tools is an added advantage
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💠 Skills:

⬩ Strong troubleshooting and analytical skills

⬩ Good communication and customer handling skills

⬩ Ability to learn quickly and adapt to new technologies

⬩ Documentation and knowledge-sharing mindset