Cloud IT Infrastructure Support

JOB PURPOSE

A cloud application support job involves providing technical assistance and support to users who utilize cloud-based applications or services. The primary focus is to ensure that cloud applications are running smoothly, troubleshoot issues, and assist users in resolving any technical problems they encounter.

ACCOUNTABILITIES

1. Monitor the performance, availability, and reliability of cloud applications to identify and address any issues or potential problems proactively. This includes monitoring server resources, system logs, and application metrics.

2. Investigate and diagnose reported issues with cloud applications, identify the root cause, and propose or implement appropriate solutions. This includes working closely with development teams, infrastructure teams, or third-party vendors to resolve complex issues.

3. Provide technical support to end users, assisting them with application usage, configuration, and troubleshooting. This includes responding to support tickets, emails, or phone calls, and guiding users through issue resolution or providing step-by-step instructions.

4. Follow established incident management processes to ensure timely response, escalation, and resolution of critical issues. Document incidents, maintain incident logs, and communicate effectively with stakeholders about the status and progress of incident resolution.

5. Collaborate with development and infrastructure teams to facilitate the deployment of new versions or updates of cloud applications. This may involve testing, coordination with stakeholders, and ensuring smooth transition and minimal disruption during the deployment process.

6. Create and maintain documentation, knowledge bases, or FAQs related to cloud applications. Share knowledge and best practices with colleagues, end users, or other support teams to enhance overall efficiency and self-service capabilities.

7. Stay updated with the latest cloud technologies, industry trends, and best practices. Identify opportunities for process improvements, automation, or optimization of cloud application support activities.

REQUIREMENTS

• Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience).

• Proven experience in supporting and maintaining IT applications. Preferably, experience with troubleshooting cloud applications, diagnosing technical issues, and providing user support.

• Strong understanding of cloud computing concepts, architectures, and services is essential. Familiarity with popular cloud platforms such as AWS, Azure, or GCP is often required. Knowledge of virtualization, networking, and security principles related to cloud environments is also valuable.

• Proficient in troubleshooting and resolving technical issues in a timely manner.

• Solid understanding of database concepts and experience with SQL queries for data retrieval and analysis.

• Familiarity with programming languages (e.g., Python, Java, or JavaScript) and scripting (e.g., PowerShell, Bash Command, Azure Command, Unix shell script) for automation and system integration.

• Experience with incident management and change management processes.

• Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues.

• Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and stakeholders.

• Ability to work in a fast-paced environment and manage multiple priorities effectively.

• Strong attention to detail and commitment to maintaining data integrity and security.

• Relevant certifications like AWS Certified Cloud Practitioner, Microsoft Certified: Azure Fundamentals, or Google Cloud Certified - Associate Cloud Engineer will be an advantage.

SKILLS

3-5 years' experience in the technologies as below.

· Java/JavaEE/Webservice/API technologies and web related programming language.

· Unix/Linux shell scripting.

· Familiar with applications deployment in Application Servers such as Weblogic/Websphere/Jboss/Tomcat.

· DB SQL knowledge, Oracle / MySQL / MSSQL.

· Couchbase or NoSQL Cloud Database knowledge would be an advantage.

· SAP Business Object knowledge would be an advantage.

· Understanding of IT infrastructure components and their role in supporting fraud management systems, including servers, networks, firewalls, and security protocols.

Job Type: Full-time

Pay: Up to RM7,600.00 per month

Benefits:

• Health insurance
• Maternity leave
• Opportunities for promotion
• Professional development

Work Location: In person