Summary: This role involves leading complex incident management, influencing product development, ensuring customer success through proactive audits, and empowering the team with comprehensive technical knowledge within a global cloud technology organization. Highlights: 1. Lead complex incident management for hybrid cloud architectures 2. Influence product roadmap with deep technical insights to R&D teams 3. Conduct proactive technical audits and design HA/DR strategies **ABOUT** Our client is a globally connected technology organization offering cloud\-based solutions and workforce services across 170\+ markets. They provide scalable platforms, compliance\-ready systems, and localized support to help businesses expand internationally. **RESPONSIBILITIES** 1\. Complex Incident Management: Beyond daily consulting, act as the final escalation point for L1 issues. Lead the troubleshooting of high\-priority (P0/P1\) incidents involving complex hybrid cloud architectures. 2\. Product \& Engineering Synergy: Not just "tracking" bugs, but providing deep\-dive technical insights to R\&D teams. Influence the product roadmap by identifying systemic architectural flaws and proposing optimization solutions. 3\. Customer Success \& Risk Mitigation: Conduct proactive technical audits and architectural reviews for Key Accounts (KA). Use diagnostic tools not just to "avoid risks" but to design high\-availability (HA) and disaster recovery (DR) strategies. 4\. Knowledge Empowerment: Create and maintain high\-quality technical documentation, troubleshooting playbooks, and internal Knowledge Base (KB) articles to improve the overall team’s technical capability. **REQUIREMENTS** **Work Experience Requirements** * Experience: 3\-5\+ years of experience in Cloud Computing (IaaS/PaaS/SaaS), DevOps, or Enterprise Architecture. * Proven Track Record: Experience in supporting Fortune 500 or large\-scale enterprise customers. * Project Leadership: Demonstrated ability to lead complex cloud migration projects or large\-scale system troubleshooting under high pressure. * Certification (Highly Preferred): Alibaba Cloud ACP (Professional) or ACE (Expert) level. Equivalent certifications like AWS Professional/Specialty, Azure Solutions Architect, or Google Cloud Professional Architect. **Working Skills Requirement** 1\. Infrastructure Mastery: * Deep understanding of Linux/Windows kernel tuning and performance optimization. * Advanced Networking: Expert knowledge in VPC, BGP, VPN, Express Connect (Direct Connect), and SD\-WAN. Ability to analyze packet loss/latency using tools like Wireshark/Tcpdump at a professional level. 2\. Database \& Big Data: Not just "familiar," but capable of performance tuning and migration for at least two engines (e.g., MySQL AND Redis/MongoDB). 3\. Cloud\-Native \& Modern Tech: * Proficiency in Containerization (Docker/Kubernetes) and Microservices. * Hands\-on experience with Infrastructure as Code (IaC) tools like Terraform or CloudFormation. * Automation \& Scripting: Strong ability to automate repetitive tasks using Python, Go, or Shell to improve support efficiency (SRE mindset). * Soft Skills (The Senior Edge): * Crisis Communication: Ability to remain calm and communicate effectively with customer CTOs/IT Directors during major outages. * Analytical Thinking: Strong logical reasoning to perform complex Root Cause Analysis (RCA). **Language Requirement** * Complete Professional Proficiency: English AND Spanish/Portuguese