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.
DevOps Support Administrator: The Role of the Cloud Support Engineer
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