Troubleshoot and resolve cloud issues

This standard is about troubleshooting and resolving cloud issues.

Cloud troubleshooting and issue resolution involves identifying, diagnosing and resolving issues that may arise in cloud-based systems. This includes maintaining the availability, performance, and reliability of cloud services by promptly addressing incidents and delivering effective resolutions.

This standard is for those who need to troubleshoot and resolve cloud issues.

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1. Monitor cloud resources and services to detect potential issues
2. Evaluate cloud issues to determine severity and impact in line with organisational procedures
3. Investigate cloud issues to diagnose the root cause
4. Resolve or escalate cloud issues in line with organisational procedures
5. Document incident and resolution details in line with organisational procedures
6. Update cloud issue knowledge base in line with organisational procedures
7. Communicate effectively with users, stakeholders and external cloud vendors during incident resolution
8. Troubleshoot incidents to identify emerging trends and patterns to support continuous improvement
9. Collaborate with cloud architects and engineers to evaluate cloud resource modifications to reduce incident occurrences in cloud environments

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1. Cloud platform products and services used to deliver cloud applications and resources
2. How to use cloud monitoring and diagnostic tools to identify issues and incidents in cloud environments
3. How to analyse logs and related data sources to inform problem diagnostics
4. The steps involved in identifying root causes of cloud issues and how to apply them
5. How to evaluate cloud issues and determine their severity and impact on organisational systems
6. How to investigate could issues to determine whether to escalate or resolve them
7. The main issues that can occur in cloud environments and how to resolve them
8. The importance of maintaining a knowledge base of issues and resolutions to inform future support activities
9. The importance of clear and concise communication during the resolution of cloud incidents
10. How to document issues, incidents, troubleshooting steps and resolutions clearly
11. The importance of continuous improvement to maintain the quality and availability of cloud resources
12. How to troubleshoot incidents, recurring issues and trends as part of continual improvement strategies
13. The key principles of cloud and problem resolution
14. The importance of collaborating with cloud architects and engineers to resolve underlying issues in cloud infrastructure

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1

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2027

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Current

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Original

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ODAG

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TECDT90347

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Information and Communication Technology Professionals

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2133

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Cloud support, cloud engineer, cloud analyst, cloud troubleshooting

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