Aws Cloud Support Specialist

4 months ago

Kuala Lumpur, Malaysia Maxis Full time

Are you ready to get ahead in your career?
- We want to empower you 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 AWS Cloud Support Specialists are tasked to provide Level 2 Support to Maxis Customer’s Cloud computing workloads in AWS. The role involves collaboration between Maxis Support Teams & other stakeholders to troubleshoot issues and provide mitigative actions to correct issues within the Service Level Agreement. The Cloud Support Specialists is also tasked to assist customer on implementing Change Requests that involves Simple or Complex changes into their existing Cloud landscape.

What are you accountable for?
- Providing Level 2 Support to investigate and resolve complex & challenging AWS Cloud related issues in Customer’s environment within the Service Level Agreements.
- Utilizing the variety of AWS Cloud Native Services to capture critical monitoring metrics & logs for troubleshooting purposes.
- Collaborating with the other Support Teams and stakeholders to troubleshoot & diagnose issues quickly and relaying communication & updates back to the customer.
- Carrying out proactive and schedule operational procedures like server patching, organizing cloud resources, and consolidating logs & reports.
- Facilitating the implementation of low to high severity Change Requests on customer’s Production Cloud environment.
- Utilizing a variety of Tools & Software for Cloud Infrastructure Operations procedures and IT Service Management processes.
- Providing Root Cause Analysis reports to explain cause of Incidents to the Customer.
- Escalating key issues to AWS Support Team for any platform related issues.
- Documenting new findings and knowledge in the form of notes, manuals, and documents as a central knowledge repository.
- Working flexibly in shifts and rotations to be able to provide continuous support to customers 24/7.

What do you need for the role?
- Certified in AWS Solution Architect or AWS SysOps Administrator or higher.
- Experienced in AWS Core Infrastructure services like EC2, RDS, VPC, Cloudwatch, System Manager, etc and the AWS best practices for deployment and management.
- Experienced in working with a variety of Tools to analyse metrics & logs to determine root cause and corrective actions.
- Familiar with the steps and process to escalate to AWS for any level 3 Support that involves AWS platforms and services.
- Familiar with the concepts of Infrastructure Workloads & Services and their dependencies on one another. (Server, Operating System, Network, Security Firewall, Storage & Backup).
- Experienced in the ITIL Concepts of IT Service Management and how it applies to IT Customer Support, Ticket Resolutions and Escalations.
- Experienced in using IT Service Management Tools (ServiceNOW, BMC, etc) to manage Customer Service Management engagements.
- Excellent communication, interpersonal, and collaboration skills
- High initiative, ability to multi-task and a team player
- Proficient in communicating to stakeholders in English.

Optional skillsets:

- Azure Cloud and GCP knowledge background
- Database Administration skillsets (MySQL, MsSQL, Oracle Database)
- Network & Security Certifications/Experience.

What’s next?

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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