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Saas operations technical Support Specialist



IT, Customer Service, Operations
Pune, Maharashtra, India
Posted on Monday, February 5, 2024
The Position Cloud Operations Specialist will provide technical support for the Acoustic Saas Product Suite using IT skills to maintain overall service and system uptime. This role will focus on responding to internal customer service requests, monitoring production infrastructure, and resolving production incidents by following documented runbook procedures. A successful candidate will leverage their technical enterprise cloud infrastructure skills to contribute to overall service availability for the Acoustic Customer-facing Cloud Products.

Acoustic offers the opportunity to work withing a growing global business and the chance to develop deep skills and experience working on state-of-the-art public cloud solutions.

  • Monitor and analyze system performance, identify and resolve issues, and make recommendations for improvements
  • Resolve and Prevent production incidents and other service disruptions with close adherence to documented processes
  • Perform software installation, upgrades, and patching to servers
  • Assist in major Incident resolution to restore services in a timely and reliable manner
  • Communicate status of issues to stakeholders and document follow up actions
  • Triage potential and actual incidents according to established resolution procedures in the application Run Books/Knowledge Base
  • Manage user accounts and system access
  • Support Customer Service as they engage with external clients and partners
  • Collaborate with other members of the team to identify and implement new technologies and best practices
  • Participate in on-call rotations to provide 24/7 support for the application


  • At least 1 years’ experience within a SaaS operational or engineering role with proven hands-on experience with Public Cloud platforms such as AWS, Azure, or similar Cloud computing platforms
  • Must have a strong working knowledge of Cloud Infrastructure, Networking and Web Fundamentals.


  • Bachelor’s degree in information technology or equivalent experience
  • Formal AWS or Azure Certifications