Senior Service Desk Specialist (Cloud Support, Monitoring)
We are looking for an experienced Senior Service Desk Specialist (Cloud Support, Monitoring) to join our team. In this role, you will take ownership of complex support operations, lead incident resolution activities, and contribute to the continuous improvement of monitoring and support processes. You will collaborate closely with cross-functional teams, mentor junior specialists, and play a key role in ensuring the stability and reliability of cloud-based environments and business-critical applications.
Responsibilities
- Monitor cloud infrastructure, networks and applications, proactive identification of issues and ensure high system availability
- Lead investigation and resolution of complex incidents, perform root cause analysis and coordinate with L2/L3 and engineering teams when needed
- Manage and prioritize incidents, service requests and escalations using ticketing platforms such as ServiceNow, Jira and Zendesk
- Drive operational excellence through improvement of monitoring, alerting, troubleshooting and incident management processes
- Collaborate with infrastructure, DevOps and application teams to maintain performance, reliability and SLA compliance
- Create and maintain technical documentation, knowledge base articles and troubleshooting guides
- Mentor and support junior team members, share best practices and technical expertise
- Participate in rotational shifts and on-call activities to support 24/7 operations
Requirements
- 4+ years of experience in Service Desk, Technical Support, Cloud Support or similar infrastructure-focused roles
- Strong understanding of Networking and Cloud technologies
- Hands-on experience with ticketing systems such as Jira, ServiceNow and Zendesk
- Solid command-line and scripting experience with Linux, Bash and PowerShell
- Experience with troubleshooting of production environments, including applications, infrastructure and connectivity issues
- Strong knowledge of monitoring and observability tools such as Zabbix, Grafana, Datadog, AWS CloudWatch or similar
- Understanding of ITSM processes, incident management and operational support best practices
- Experience with Windows Server, Linux environments and cloud platforms (AWS, Azure or GCP)
- Knowledge of web technologies, APIs, HTTP status codes, SQL queries and log analysis
- Strong communication skills in English (B2+), with the ability to collaborate effectively in a global environment
- Ability to work independently, prioritize tasks and handle high-pressure production incidents
- In case of internal staffing channel, transfer to Global Service Desk unit and org line is a must due to specific internal requirements and engagement duration
Nice to have
- Experience with support of large-scale cloud or enterprise environments
- Familiarity with automation and scripting for operational tasks
- Exposure to CI/CD pipelines and DevOps practices
- Experience with log aggregation and observability platforms
- Relevant certifications such as AWS, Azure, ITIL or Linux certifications
