Responsible for the day-to-day support, monitoring, and maintenance of business applications hosted across multi-cloud environments — primarily AWS, Microsoft Azure, and Google Cloud Platform (GCP). This role will act as the primary liaison between application users, cloud infrastructure teams, and third-party vendors to ensure high availability, performance, and reliability of cloud-hosted business applications. This role requires hands-on experience in managing cloud-native and cloud-hosted enterprise applications, a strong understanding of ITSM/ITIL principles, and the ability to troubleshoot complex issues spanning application, networking, and infrastructure layers across multiple cloud providers.
Cloud Application Support & Operations
Monitor, triage, and resolve incidents related to business applications hosted on AWS, Azure, and GCP environments within defined SLAs.
Perform root cause analysis (RCA) on recurring incidents and implement permanent fixes or workarounds.
Manage application deployments, patching, and configuration changes across cloud environments following change management processes.
Support business-critical applications such as ERP, CRM, HRMS, BI platforms, and collaboration tools hosted on cloud infrastructure.
Perform scheduled health checks, availability audits, and performance reviews for cloud-hosted applications.
AWS Responsibilities
Manage and support applications deployed on EC2, ECS, EKS, Lambda, RDS, S3, CloudFront, and related AWS services.
Monitor workloads using CloudWatch, set alarms, and respond to auto-scaling events.
Assist with IAM role reviews, security group audits, and VPC configurations for application access control.
Troubleshoot application connectivity issues involving Route 53, ALB/NLB, and API Gateway.
Azure Responsibilities
Support applications hosted on Azure App Services, Azure VMs, AKS, Azure SQL, and Blob Storage.
Utilize Azure Monitor, Log Analytics, and Application Insights for proactive monitoring and alerting.
Manage Azure Active Directory (Entra ID) integrations for SSO and identity governance for business apps.
Handle Azure DevOps pipelines for application releases and CI/CD-related support activities.
GCP Responsibilities
Support applications running on GCE, GKE, Cloud Run, Cloud SQL, and BigQuery integrations.
Monitor GCP workloads using Cloud Monitoring, Cloud Logging, and Error Reporting dashboards.
Manage IAM bindings, service account configurations, and firewall rules for application security.
Assist data teams with BigQuery queries and pipeline support for BI and analytics applications.
Stakeholder & Vendor Management
Coordinate with business stakeholders to understand application requirements, gather incident feedback, and communicate resolution timelines.
Liaise with cloud vendors (AWS, Microsoft, Google) for support escalations, licence queries, and technical guidance.
Maintain accurate documentation of application architecture, runbooks, SOPs, and known error databases (KEDB).
Continuous Improvement & Governance
Identify opportunities to improve application reliability, reduce manual toil, and automate repetitive support tasks using scripting (Python, Bash, PowerShell).
Participate in change advisory board (CAB) meetings and ensure change records are complete and compliant.
Contribute to cost optimization reviews by identifying underutilized cloud resources linked to business applications.
Support compliance and audit requirements including SOC 2, ISO 27001, and GDPR-related application controls.
