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Cloud Support Engineer

2 months ago

Malaysia Maxis Full time

Are you ready to get ahead in your career?

We want to empower you to turn your ambitions into achievements. We thrive in inclusiveness, diversity, and embrace close collaborations for you to create impact for yourself and others. Together, we aim to bring the best of technology to help people, businesses, and the nation to be ahead in a changing world. To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance, and possibilities.

Why does this job exist and why is it critical?

The Cloud Support Engineers are tasked to provide level 1 support to Maxis Customer’s Cloud Computing workloads in AWS. The role involves the requirement to provide continuous support on a variety of Cloud Platforms like AWS, Azure, and VMware for both public & private cloud environments. The Cloud Support engineer works collaboratively with other Maxis Support Teams to ensure that any issues are assigned and resolved within the Service Level Agreement. Finally, the Cloud Support Engineer needs to ensure that the customer is consistently provided with progressive updates on related issues.

What are you accountable for?
  1. Providing continuous monitoring and support on various Cloud Platforms such as AWS, Azure, & VMware on both Public & Private Cloud.
  2. Providing continuous support on Maxis Cloud Products & Platforms such as Backup-as-a-Service products, Cloud Management Platform, and Managed Security & Firewall products.
  3. Providing troubleshooting and quick mitigative actions to resolve simple Cloud issues OR escalating critical issues to the next level support.
  4. Applying ITIL’s IT Service Management concepts continuously during customer engagements, ticket assignments & escalations, and closing incidents.
  5. Utilizing a variety of Tools & Software for Cloud Infrastructure Operations procedures and IT Service Management processes.
  6. Manage all support tickets and ensuring that services are delivered and restored within the defined Service Level Agreements.
  7. Communicating and collaborating with Support Engineers and Stakeholders to resolve customer issues and relay accurate information.
  8. Documenting new findings and knowledge in the form of notes, manuals, and documents as a central knowledge repository.
  9. Working flexibly in shifts and rotations to be able to provide continuous support to customers 24/7.
What do you need to have for the role?
  1. Bachelor's Degree specialized in Computer Science or related qualification.
  2. Total Work Experience: 2 to 3 years.
  3. Total Relevant Experience: 1 to 2 years.
  4. Experienced in the core Public & Private Cloud functionalities and services across AWS, Azure, and VMware Cloud platform that emphasizes Resource Monitoring and Management.
  5. Familiar with Cloud monitoring and security tools from AWS, Azure, and VMware Cloud to monitor and protect Cloud workloads.
  6. Familiar with the concept of using Cloud Security & Cybersecurity principles to protect Cloud workloads from external sources.
  7. Familiar with the uses of Cloud SaaS products like Backup-as-a-Service and Cloud Management Platform to manage Cloud Infrastructure workloads.
  8. Able to troubleshoot and diagnose simple cloud infrastructure related issues.
  9. Familiar with the concepts of Infrastructure Workloads & Services and their dependencies on one another (Server, Operating System, Network, Security Firewall, Storage & Backup).
  10. Experienced in the ITIL Concepts of IT Service Management and how it applies to IT Customer Support, Ticket Resolutions, and Escalations.
  11. Experienced in using IT Service Management Tools (ServiceNOW, BMC, etc) to manage Customer Service Management engagements.
  12. Excellent communication, interpersonal, and collaboration skills.
  13. High initiative, ability to multi-task, and a team player.
  14. Proficient in communicating to stakeholders in English.
  15. Azure Cloud knowledge background.
  16. Database Administration skillsets (MySQL, MsSQL, Oracle Database).
  17. Network & Security Certifications/Experience.
  18. Certified in AWS Solution Architect or SysOps Administrator.
What’s next?
  1. Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
  2. Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality, or physical ability.

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