Technical Analyst – Cloud Infrastructure

Falkor (formerly Kongsberg Digital); Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Collaborative work environment

Career growth opportunities

Meaningful challenges

Job summary

Falkor (formerly Kongsberg Digital) is seeking a Technical Analyst – Cloud Infrastructure to join the Customer Support team in Bengaluru, India. This is a hands-on role ideal for professionals with over 3 years of experience in cloud operations or technical support.

The successful candidate will monitor and troubleshoot cloud-based services, primarily in Microsoft Azure, ensuring high customer satisfaction and service reliability while supporting incident management and operational processes.

Qualifications

• Approximately 3+ years of experience in cloud support or infrastructure operations.
• Working knowledge of Microsoft Azure and foundational exposure to Kubernetes.
• Strong troubleshooting, communication, and collaboration skills.

Responsibilities

• Monitor, support, and troubleshoot cloud‑based services across Microsoft Azure.
• Ensure support requests are managed according to defined SLAs.
• Support Kubernetes‑based cloud services through basic health checks.
• Develop and maintain troubleshooting guides and support playbooks.

Skills

Cloud operations

Technical support

Troubleshooting

Microsoft Azure

Kubernetes

PowerShell

Python

Bash

Grafana

Tools

CI/CD tools

NoSQL databases

Job description

Opportunity

We are looking for a Technical Analyst – Cloud Infrastructure to join the Customer Support team. This hands‑on support role is suited to a professional with approximately 3+ years of experience in cloud operations, technical support, or infrastructure support.

What You’ll Do

Customer Support and Cloud Operations

• Monitor, support, and troubleshoot cloud‑based services across Microsoft Azure and related platforms.
• Support incident response, service restoration, root cause analysis, and follow‑up activities.
• Use dashboards, logs, alerts, and runbooks to identify issues, validate service health, and support customer‑facing operations.
• Maintain accurate handover notes, operational documentation, and support records.

Customer Enablement and Delivery Support

• Partner with Cloud and Solution Architects to support effective customer onboarding and delivery execution.
• Assist customers by troubleshooting platform usage issues, onboarding queries, and initial implementation or integration steps.
• Serve as a technical liaison between customers and internal teams to ensure issues are clearly understood and resolved efficiently.
• Contribute to improved customer experience, customer satisfaction, and delivery confidence.

SLA Management and Support Operations

• Ensure support requests are managed in accordance with defined SLAs, severity levels, and operational processes.
• Provide customers with timely updates, clear communication, and effective resolution for critical incidents.
• Follow SOPs for ticket prioritization, incident response, escalation workflows, and customer communication.
• Maintain operational discipline to ensure support workflows remain reliable, predictable, and scalable.

Technical Troubleshooting and Escalation

• Support Kubernetes‑based cloud services through basic health checks, deployment validation, and first‑level troubleshooting.
• Troubleshoot common issues related to access, configuration, connectivity, workload failures, resource utilization, logs, and monitoring alerts.
• Hands‑on experience with Grafana, GitOps, NoSQL databases, CI/CD tools, service mesh concepts and hybrid infrastructure.
• Escalate defects, feature gaps, or complex platform issues with clear context, reproduction steps, logs, and diagnostics.

Knowledge Management and Continuous Improvement

• Develop and maintain troubleshooting guides, support playbooks, root cause summaries, and customer‑facing explanations.
• Identify recurring issue patterns and recommend improvements to reduce repeat incidents.
• Collaborate with Support, Engineering, Product, and Delivery/Customer Success teams to strengthen product quality and internal troubleshooting capability.

Shift‑Based Support Coverage

• Provide cloud support coverage as part of a planned shift roster.
• Work rotational shifts in alignment with Customer Support coverage requirements and business needs. Indicative shift timings include 5:00 AM–2:00 PM, 12:00 PM–9:00 PM, and 8:00 PM–5:00 AM.
• Provide weekend coverage when assigned, ensuring timely handovers and continuity of service.

What We’re Looking For

• Approximately 3+ years of experience in cloud support, infrastructure operations, platform support, or a related technical support role.
• Working knowledge of Microsoft Azure and foundational exposure to Kubernetes, containers, or cloud‑native services.
• Sound understanding of incident management, monitoring and operational support processes.
• Hands‑on experience on full‑stack observability platforms like Grafana (including but not limited to querying logs, metrics, traces, setting up dashboards & alerts).
• Strong ability to analyze, maintain, and develop scripts utilizing PowerShell, Python, Bash, or equivalent tools to streamline operations.
• Strong troubleshooting, communication, ownership, and collaboration skills. Willingness to work rotational shifts and provide weekend support when required.

Desirable Experience

• Exposure to AI, ML, data‑intensive workloads, or GPU‑enabled environments.
• Familiarity with Infrastructure as Code concepts (including Terraform, Bicep, ARM templates, or Pulumi).
• Experience supporting enterprise, industrial, regulated, or mission‑critical environments.
• CKA certification will be an added advantage.

Success Measures

• Critical and complex support issues are resolved promptly, clearly, and efficiently.
• Customers experience minimal disruption, timely communication, and high service reliability.
• Customer satisfaction and response times show continuous improvement.
• Support knowledge, troubleshooting guides, and playbooks are structured for effective reuse.
• Recurring issues are identified, escalated, and reduced over time.

Benefits

• Work on meaningful challenges with real‑world impact.
• Collaborate with talented colleagues across technology and industry domains.
• Learn from experts in software, engineering, operations, and digital transformation.
• Grow your career in a business that is expanding globally.
• Help shape technology that expands human capability in complex industries.