Cloud System Engineer

4 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Kofax Full time
The Cloud System Engineer role is responsible for supporting the infrastructure and platform of Tungsten Automation, ensuring continuous operation that meets or exceeds the agreed SLAs. The role involves a 24/7/365 operation for monitoring production services and acting as third line support to business users and second line support for internal technical teams.Candidates are expected to familiarize themselves with Tungsten Automation's applications and infrastructure, enabling them to troubleshoot and respond to alerts from managed service providers within hosted environments.This is a full-time position within the Cloud Services department, reporting to the Technology Manager. The ideal candidate should be organized, practical, and adaptable with a desire to enhance technical skills in a rapidly growing global company.Responsibilities:
  • Understanding Tungsten Automation applications and infrastructure to utilize tools for investigating reported problems and using log aggregation tools or raw logs to track errors.
  • Familiarizing with Tungsten Automation computing, storage, and network systems to address monitoring alerts from Production Services and directing inquiries to development groups for assistance if needed.
  • Knowledge of Amazon Web Services (Cloud Computing Services) and ability to perform basic troubleshooting when required.
  • Providing second line support for internal technical teams in problem investigations related to document processing and file transfer software.
  • Offering third line support for business users and client-facing support teams in investigating issues with document processing and file transfer software.
  • Being the main contact for maintaining applications running in mixed Windows and Unix/Linux environments, including performing housekeeping and developing custom scripts as necessary.
  • Effective prioritization and management of multiple open issues simultaneously.
  • Identifying recurring issues and suggesting permanent solutions by addressing root causes.
  • Recognizing problem areas within existing applications and creating tools or custom scripts to streamline processes.
  • Conducting basic troubleshooting for network problems and escalating issues to managed service providers when required.
  • Participating in all training sessions for new releases/products to production environments, ensuring comprehensive documentation and offering post-training support.
  • Engaging in paid weekend on-call rotations for key services in client-facing environments.


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