Job Description
Roles & Responsibilities
RESPONSIBILITIES
Cloud Service Management, Application Monitoring & Daily Checks
Monitor the health, availability, and performance of cloud services including Microsoft 365 NCE, DNS, shared hosting, dedicated hosting, email services, and Kubernetes clusters
Perform routine operational checks on service dashboards, monitoring tools, backups, and scheduled tasks
Monitor application dashboards, scheduled tasks, and notification panels for issues
Perform routine health checks on modules, workflows, user access states, and simple integration points
Identify abnormalities and escalate to Specialists when necessary
Update daily checklists and operational logs
Linux Server Administration & System Operations
Monitor, administer, and maintain Linux servers across production, staging, and development environments
Perform routine system administration tasks including user management, package updates, patching, security hardening, and service management
Monitor server health, resource utilization, system logs, and scheduled jobs
Troubleshoot Linux operating system, service, performance, and connectivity issues
Support backup, restoration, disaster recovery, and server lifecycle management
Escalate complex operating system and infrastructure issues when required
Kubernetes & Platform Operations
Assist in monitoring Kubernetes clusters, Linux container workloads, and orchestration platform components
Support application deployments, container scaling, and cluster health validation
Perform basic troubleshooting of pods, services, ingress, storage, and node-related issues
Escalate platform-related issues to Specialists when required
Basic Troubleshooting & Ticket Handling
Respond to L1 support tickets and user queries related to application functions
Perform simple diagnostics including workflow validation, form checks, user access verification, and data review
Reproduce reported issues to support isolation and understanding
Log all activities clearly in the ticketing tool as per process guidelines
Escalate issues promptly with appropriate detail when beyond L1 scope
Support for Deployments, Changes & Releases
Assist during application deployments by observing system behaviour and logging anomalies
Run basic validation tests after patches or configuration updates
Support UAT preparations by executing simple test cases
Document findings and report inconsistencies to Specialists or Team Lead
Otech Marketplace & Billing Operations
Support OTECH Marketplace product provisioning, catalog management, and subscription workflows
Assist in billing platform operations, order processing, invoicing, and service synchronization
Validate successful provisioning and billing of customer subscriptions
Investigate and report provisioning or billing discrepancies
Automation & API Integration Support
Assist in Linux-based operational automation, scripting, and billing automation workflows
Monitor automated jobs, scheduled tasks, cron jobs, and integration processes
Support API connectivity validation and basic troubleshooting
Escalate integration failures and workflow exceptions for further investigation
Customer Support & Activation Assistance
Provide guidance to users on simple functional questions and navigation
Support onboarding tasks including account setup, access validation, and basic configuration
Follow communication protocols to share clear and accurate updates with customers
Escalate customer-impacting issues immediately to senior staff
Documentation & Reporting
Maintain accurate ticket notes, checklists, and support documentation
Update basic troubleshooting guides or knowledge base entries when required
Prepare simple daily/weekly summaries for the Team Lead on recurring issues or patterns
Desired Candidate Profile
Bachelor s degree in Computer Science, Information Systems, IT, or related field
Diploma holders with strong technical aptitude may be considered
ITIL Foundation certification preferred
Red Hat Certified System Administrator (RHCSA) certification preferred
Cloud platform certifications in Linux, Kubernetes, Microsoft 365, or related technologies will be an added advantage
1 2 years of experience in application support, IT support, or related technical roles
Basic understanding of Linux server administration, cloud hosting platforms, and enterprise application environments
Basic knowledge of Microsoft 365, DNS, web hosting, email services, databases, and Kubernetes platforms
Ability to follow structured troubleshooting methodologies, standard operating procedures, and escalation processes
Familiarity with scripting, automation concepts, and API integrations is preferred
Basic analytical and problem-solving skills with the ability to diagnose technical issues efficiently
Excellent communication, customer service, and stakeholder management skills
Familiarity with ticketing systems, monitoring tools, and IT service management platforms is preferred
Ability to work effectively in a fast-paced, customer-focused operational environment