DevOps Support Administrator: The Role of the Cloud Support Engineer

Cloud    |    Intermediate
  • 13 Videos | 54m 14s
  • Includes Assessment
  • Earns a Badge
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In this course, you'll explore IT support levels that can be structured to provide appropriate technical support and the skills required by traditional Support Engineers to play the role of a Cloud Support Engineer. Next, you'll look at the phases of the Cloud Adoption Framework that you need to follow to manage support services for Cloud. You'll learn about the Cloud Decision Support Framework, which you can adopt to define application migration processes, as well as the concept of Cloud Affinity Assessment. You'll move on to explore how to evaluate drivers and inhibitors of cloud adoption and the metrics that you can use to score potential solution candidate. You'll examine multi-cloud use cases that need to be considered to define support strategy and support levels and the Technical Support Services Guidelines for managing support for GCP resources. Finally, you'll learn how to create a support case, select the severity for AWS resources, and create new support requests from the Azure Portal.

WHAT YOU WILL LEARN

  • discover the key concepts covered in this course
    recognize the role of a Technical Support team and IT support levels that can be structured to provide technical support with, focus on functions, support methodologies, and the required support skills
    recognize the roles and responsibilities of a Cloud Support Engineer and the skills traditional Support Engineers require in the role of a Cloud Support Engineer
    list the SaaS support system elements that Support Engineers need to consider to set up support
    describe the Cloud Adoption Framework and the phases that Support Engineers need to follow to manage cloud support services
    describe the Cloud Decision Support Framework that assists Cloud Support Engineers in defining the process of application migration
    describe the concept of Cloud Affinity Assessment and how Cloud Support Engineers evaluate drivers and inhibitors of cloud adoption and determine the viability of a cloud service
  • list the metrics that can be used by Cloud Support Engineers to score solution candidate characteristics in terms of requirement fulfilment and potential trade-off
    recall multi-cloud use cases that Cloud Support Engineers need to consider to define support strategy and support levels for enterprises
    create a support case and select the severity for AWS resources
    create new support requests from the Azure Portal
    list the Technical Support Services Guidelines that Cloud Support Engineers can use to manage support for GCP resources
    summarize the key concepts covered in this course

IN THIS COURSE

  • Playable
    1. 
    Course Overview
    1m 9s
    UP NEXT
  • Playable
    2. 
    Role and Level of Technical Support
    4m 42s
  • Locked
    3. 
    Cloud Support Engineer Role and Responsibilities
    4m 37s
    FREE ACCESS
  • Locked
    4. 
    Elements of a SaaS Support System
    3m 50s
    FREE ACCESS
  • Locked
    5. 
    Cloud Adoption Framework
    4m 9s
    FREE ACCESS
  • Locked
    6. 
    Cloud Decision Support Framework
    4m 13s
    FREE ACCESS
  • Locked
    7. 
    Cloud Affinity Assessment
    5m 8s
    FREE ACCESS
  • Locked
    8. 
    Metrics for Evaluating Fulfilment
    4m 32s
    FREE ACCESS
  • Locked
    9. 
    Multi-cloud Use Cases
    3m 59s
    FREE ACCESS
  • Locked
    10. 
    Creating a Support Case in AWS
    3m 33s
    FREE ACCESS
  • Locked
    11. 
    Creating a Support Ticket in Azure
    4m 30s
    FREE ACCESS
  • Locked
    12. 
    GCP Support Services
    2m 25s
    FREE ACCESS
  • Locked
    13. 
    Course Summary
    1m 56s
    FREE ACCESS

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