Ensuring High-Availability Systems Through Advanced Cloud Support Services
Join a global technology environment trusted by over 2,000 organizations across Australia and New Zealand. Our client-named one of the Best Places to Work 2023-is renowned for delivering world-class cloud services, advanced cybersecurity, hyper-secure data centers, and 100% availability solutions. As part of their cloud support team, you'll contribute to mission-critical systems, strengthen enterprise resilience, and grow your expertise in a fast-evolving, people-first tech ecosystem.
Job Description
Be part of our client's team as a Cloud Support Engineer, working within a high-performance operations environment supporting cloud networks, enterprise clients, and mission-critical infrastructure. You'll manage incidents, perform technical checks, resolve issues, and collaborate with global teams to maintain exceptional cloud performance, security, and service delivery.
Job Overview
Employment type: Full-time
Shift: Shifting
Work setup: Temporary WFH, Makati
Exciting Perks Await!
- Day 1 HMO coverage with free dependent
- Competitive Salary Package
- Temporary WFH arrangement
- Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
- Day shift schedule
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment; available to account holders with minimum of 6 months company tenure)
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit https://bit.ly/EmaptaTrainingCalendar)
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
The Qualifications We Seek
Experience, Skills & Knowledge
- 2+ years of experience in a managed services environment
- Hands-on experience with public and private cloud, with strong proficiency in Azure (AWS a plus)
- Strong customer relationship and client support skills
- Experience in fault logging, impact assessment, and ticket management
- Proficient in Microsoft Office and familiar with ITIL practices
- Solid understanding of LAN/WAN technologies
- Experience with firewalls, Cisco switches/routers/wireless, and load balancers
- Ability to work effectively in fast-paced, SLA-driven environments
- Microsoft Server and ITIL certifications (desirable)
Personal Attributes
- Excellent communication and interpersonal skills
- Strong customer service mindset
- Effective multitasking and prioritization skills
- Able to work independently and collaboratively
- Strong analytical and problem-solving abilities
- Adaptable, detail-oriented, and able to perform under pressure
Your Daily Tasks
Event Management | Incident Management | Request Fulfillment
- Verify the impact on customers to ensure appropriate actions are taken
- Follow ticket-handling procedures for prompt and efficient resolution
- Perform technical checks and use knowledge from past incidents, alerts, and changes to distinguish between alerts, incidents, and requests
- Review ServiceNow records to ensure all details are accurately captured, including CMDB items for effective customer support
- Engage Major Incident Managers for all P1 and P2 incidents
- Ensure events are cleared within the monitoring tool before closing incident records
- Manage incident resolution or escalate incidents and requests to the Senior Cloud Infrastructure Support team while ensuring sufficient knowledge transfer
Change Management
- Create and seek approval for necessary system changes
- Assist team members by conducting peer reviews of changes promptly
- Complete changes within agreed-upon timeframes
- Communicate updates for unsuccessful changes and ensure execution of rollback plans or fixes
- Collaborate with the Change Manager for additional approval information
- Implement system changes via Dev/Test environments
Problem and Configuration Management
- Identify and resolve issues within the CMDB
- Assist Team Leads or Managers with reporting and analyzing alerts, configuration items, incidents, problems, and changes
- Support Service Delivery Managers by providing CI reports for monthly customer reviews
- Perform necessary changes related to incidents or requests, including updates within internal ITSM tools
- Assist in resolving problem tasks associated with post-incident reviews
Continual Service Improvement
- Identify and address improvements, issues, and risks within internal systems
- Assist the Infrastructure Support Manager with reporting and analyzing alerts, incidents, and requests
- Identify service improvement opportunities and update the Continual Service Improvement (CSI) register
- Contribute to the creation or revision of internal team processes and procedures
Welcome to Emapta Philippines!
Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment.
Apply now and be part of the #EmaptaEra!
