**Responsibilities**: - Ensure all requests, incidents and queries are triaged in Service Management tool within agreed SLAs. - Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions. - Performing requirements analysis. - Documenting and communicating the results of your efforts. - Working closely with clients, technicians, and managerial staff. - Ensuring solutions meet business needs and requirements. - Performing user acceptance testing. - Developing small solutions to day-to-day needs and automate tasks. **Qualifications and Experience**: - Highly developed customer skills. - High experience with AWS - High analytical thinking and trend identification. - Strong written and verbal communication skills. - Excellent knowledge of English language (90% Level). - Very good data analysis including statistics and forecasting. - Organized, methodical and structured approach to work, attention to details. - Ability to evaluate the current environment, gather needs, and propose a recommended CM solution. - Curiosity and business acumen. - Self-starter and driven. - Previous experience as System Administrator / System Analyst - Knowledge of SLA structure - Experience of working with IT customer service, support operation or project management. - Understanding of programming algorithms focused on troubleshooting and bugs finding. - Experience reading logs for troubleshooting. **Additional Information**: .