**Description:** ---------------- **We are looking for an AWS Cloud Admin!** **Remote work only for Mexico.** Are you passionate about solving IT issues and providing high-quality support in cloud environments? **Role Objective:** Handle, understand, and resolve customer technical incidents and requests 24/7/365, applying ITSM processes (Requests, Incidents, Changes, and Problems), ensuring CMDB updates, and providing specialized support on platforms such as AWS. **Key Responsibilities**: * Register, assign, track, and resolve tickets, documenting each case in ITSM, KDB, and repositories. * Perform functional and hierarchical escalation when incidents exceed 50% of the SLA. * Ensure technical support quality and collaborate with other teams and providers. * Meet established service levels (SLAs) and contribute to continuous improvement. **What we are looking for?** * Experience in 24/7 IT technical support. * Knowledge of AWS. * Customer-focused attitude, documentation skills, and effective problem resolution. * Proactivity, teamwork, and excellent communication. Join our team and become part of a culture focused on excellence in technology and service! **Requirements:** --------------- * Basic Cloud certification in AWS, GCP, or Microsoft Azure. * Knowledge of Shell scripting (Bash) and Linux environment. * Previous experience in NOC or as an operational technical support resolver. * Basic knowledge of ITIL, ISO 20000, and ISO 27001. * Experience with ITSM platforms such as Remedy, ServiceNow, or others. * Familiarity with telephony platforms (IVR/ACD). * Intermediate proficiency in Linux and Windows Server. * Basic knowledge of databases: Oracle, SQL, MySQL, MongoDB, among others.