1. According to cloud standard processes, operational requirements, knowledge base, SLA requirements, etc., process, upgrade, and track various customer technical service requests until the request is closed; including but not limited to service activation, technical consultation, technical support, events, problems, changes, technical assurance, etc. Identify, solve, upgrade, and quickly resolve problems by mobilizing resources.
2. According to the SRE process and standard requirements, complete the daily maintenance of all systems including cloud platform hardware, software and cloud services, ensure the safe and stable operation of the cloud platform; daily actions include but are not limited to monitoring, inspection, health check, alarm handling, change scheme formulation and implementation, event handling, upgrade management, resource management, security management, backup and recovery, emergency drill, etc. Maintain and manage related documents, including configuration files, log files, security documents, etc., ensure the integrity and accuracy of the documents.
3. Regularly summarize and analyze operation and maintenance data, identify and analyze potential risks in a timely manner, and track improvement and implementation.
4. Complete the calculation, storage, and network of basic cloud services within the SLA indicator, providing operation and maintenance services and handling customer requests.
5. According to business requirements, provide technical support services to customers for their business to move to the cloud and use the cloud. This includes but is not limited to analyzing the customer's cloud architecture, providing solution support for the customer's business to move to the cloud and use the cloud; regularly summarizing and analyzing customer business and technical issues, providing optimization suggestions, and assisting customers in completing tasks.
6. Summarize the problems solved, output business FAQ and cases, and input them into the knowledge base.
7. Timely feedback on business operations, including processes, rules, scripts, knowledge content, cases, products, system functions, and work experience, provide optimization strategy suggestions, and track improvement implementation.
