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Cloud Support Engineer (Junior / Senior)

Managed Services Operation Centre (MSOC) · G-AsiaPacific Sdn Bhd

About the Role

We are hiring Cloud Support Engineers at Junior and Senior levels to join our 24/7 MSOC team. You will monitor, maintain, and support cloud infrastructure for our managed services clients, ensuring service continuity within agreed SLAs. Senior engineers are additionally expected to lead incident response, mentor the team, and drive operational improvements.

Responsibilities

  • Monitor cloud environments and respond to incidents/alerts within SLA windows.
  • Manage AWS resources: EC2, S3, RDS, VPC, IAM, CloudWatch, Systems Manager.
  • Follow ITSM processes; maintain accurate ticket and escalation records.
  • Maintain runbooks, SOPs, and support patching and backup schedules.
  • Work 24/7 rotational shifts including weekends and public holidays.
  • [Senior] Own end-to-end incident lifecycle and act as escalation point for junior engineers.
  • [Senior] Produce monthly managed services reports and present to stakeholders.
  • [Senior] Automate operational tasks using Python, Bash, or PowerShell.

Requirements

  • Diploma/Degree in IT or related field, or equivalent certifications.
  • Hands-on knowledge of AWS core services and basic networking (DNS, TCP/IP, VPN).
  • Basic Linux and/or Windows Server administration skills.
  • Good communication and documentation skills.
  • [Senior] 3–5 years in AWS cloud operations or managed services.
  • [Senior] Strong troubleshooting, RCA, and client-facing communication skills.

Good to Have

  • AWS Certified Cloud Practitioner or Solutions Architect – Associate.
  • Exposure to Azure or GCP, Docker/Kubernetes, or CI/CD pipelines.
  • [Senior] AWS professional-level certifications (SAP, DOP, or CloudOps).
  • [Senior] Scripting proficiency (Python, Bash, or PowerShell) and IaC familiarity (Terraform/CloudFormation).
  • [Senior] Familiarity with Grafana/Prometheus and FinOps/cost optimisation.

What We look for:

  • Proactive, ownership-driven, and calm under pressure.
  • Committed to SLA delivery, documentation, and continuous improvement.
  • Clear communicator with both technical and non-technical stakeholders.

    Items marked [Senior] indicate additional requirements for the Senior Cloud Support Engineer level.

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