53 Cloud Computing jobs in Malaysia

This job is for a Cloud Solutions Engineer who troubleshoots and supports cloud technologies, especially for video streaming. You might like this job because you’ll work directly with customers to solve problems and improve services!

• React and respond to automated alarms and perform necessary troubleshooting/analysis.
• Perform necessary on-call escalation for further investigation.
• Provide technical and solution support to customers and partner through tickets, telephone, email, meeting.
• Troubleshoot, perform root cause analysis. Handle service tickets based on the SLA requirements and templates.
• Interface with engineering partner/on-site engineer to fulfil customer function and performance request.
• Develop service FAQs and cases periodically based on service requirements, and share with others.
• Responsible for networking fundamentals and protocols (e.g., DNS, TCP/IP, HTTP/HTTPS, REST API, etc.), by managing audio & video multimedia protocol, CDN distribution acceleration, RTC and other technologies.
• Have overall awareness, help establish a Quality Service (QS) evaluation system, improve the efficiency of problem handling, and effectively promote the resolution of quality and efficiency problems in the research and development process.
• Perform work with cloud technologies such as Alibaba, AWS, Azure, GCP to cope with video live streaming technologies.

Job Requirements

What we are looking for:

• Diploma and/or Degree in Computer Science, Information Technology or equivalent.
• Required language(s): Mandarin (Speak, Write, Read) and English. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients .
• Familiar with cloud and networking.
• Programming language such as Python and/ or Golang (Go) would have added advantage.
• Preferable basic Live Streaming relevant knowledge such as video and audio encoding/decoding, CDN, RTMP, real-time communication (web RTC).
• Guidance & training will be provided.
• Fresh grads are welcome to apply.

Skills

TCP/IP

AWS CloudFormation

Company Benefits Free flow snacks and beverages

Enjoy yourself at the pantry

Bytecenture Sports Club

Monthly outdoor activities

Clinical Outpatient Reimbursement & Hospitalization Insurance

Bytecenture is a global software engineering services and solutions company that helps world’s leading organizations turn challenges into lasting business value, operational efficiency, and revenue growth using modern technology. With over 500 professionals in 10 countries across South Asia, Europe and Americas, Japan and China, Bytecenture offers expert solutions in cloud, data analytics, embedded software, IoT, AI,.

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This job is for a Cloud Solutions Engineer who troubleshoots and supports cloud technologies, especially for video streaming. You might like this job because you’ll work directly with customers to solve problems and improve services! React and respond to automated alarms and perform necessary troubleshooting/analysis. Perform necessary on-call escalation for further investigation. Provide technical and solution support to customers and partner through tickets, telephone, email, meeting. Troubleshoot, perform root cause analysis. Handle service tickets based on the SLA requirements and templates. Interface with engineering partner/on-site engineer to fulfil customer function and performance request. Develop service FAQs and cases periodically based on service requirements, and share with others. Responsible for networking fundamentals and protocols (e.g., DNS, TCP/IP, HTTP/HTTPS, REST API, etc.), by managing audio & video multimedia protocol, CDN distribution acceleration, RTC and other technologies. Have overall awareness, help establish a Quality Service (QS) evaluation system, improve the efficiency of problem handling, and effectively promote the resolution of quality and efficiency problems in the research and development process. Perform work with cloud technologies such as Alibaba, AWS, Azure, GCP to cope with video live streaming technologies. Job Requirements

What we are looking for: Diploma and/or Degree in Computer Science, Information Technology or equivalent. Required language(s): Mandarin (Speak, Write, Read) and English. We are seeking candidates proficient in Mandarin to effectively

communicate with Mandarin-speaking clients

. Familiar with cloud and networking. Programming language such as Python and/ or Golang (Go) would have added advantage. Preferable basic Live Streaming relevant knowledge such as video and audio encoding/decoding, CDN, RTMP, real-time communication (web RTC). Guidance & training will be provided. Fresh grads are welcome to apply. Skills

TCP/IP AWS CloudFormation Company Benefits

Free flow snacks and beverages

Enjoy yourself at the pantry Bytecenture Sports Club

Monthly outdoor activities Clinical Outpatient Reimbursement & Hospitalization Insurance

Bytecenture is a global software engineering services and solutions company that helps world’s leading organizations turn challenges into lasting business value, operational efficiency, and revenue growth using modern technology. With over 500 professionals in 10 countries across South Asia, Europe and Americas, Japan and China, Bytecenture offers expert solutions in cloud, data analytics, embedded software, IoT, AI,.

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Canonical Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

4 weeks ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1000+ colleagues in 70+ countries and very few roles based in offices. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.

The company is founder led, profitable and growing. We are hiring an Cloud Solutions Architect in our Alliances team to help our biggest partners (companies like Intel, Nvidia, Google, Dell, HP, Accenture, Tata and the like) understand and embrace our open source platform for themselves and their customers.

Our worldwide field engineering team apply expert insights to real-world customer problems, enabling the enterprise adoption of Ubuntu, OpenStack, Kubernetes, AI/MLOps and a wide range of associated technologies. We are experts in the whole open source stack, from kernel to desktop, from cloud to the edge. Our team is also interested in business problems - building things reliably, efficiently and cost-effectively, and we have to learn to speak the language of our customers and their industries.

We help global companies embrace public and private cloud infrastructure, cloud native operations, and open source applications. For this team we are looking for several Alliances Engineers to support OEM (hardware manufacturers), GSI (global system integrators), ISV (independent software vendors), Channel partners and Public Cloud alliance partners. You will support various alliances and partners of Canonical to adopt our products and technologies, help business leaders to define joint go-to-market programs with partners from the technical standpoint.

We often say that our field engineers have 'the hardest job at Canonical' because customers can ask about any aspect of our solutions and products and expect a thoughtful, well-informed answer. We always want to do the best thing for our partners and customers, regardless of our company interests, and field engineers are the people we trust to ensure that is true.

Location : This is a home-based role, we are hiring worldwide.

What your day will look like

• Understand Ubuntu, Linux, networking and services in real-world environments
• Architect cloud infrastructure solutions like Kubernetes, Kubeflow, OpenStack, Ceph, and Spark either On-Premises or in Public Cloud (AWS, Azure, Google Cloud)
• Architect and integrate popular open source software such as PostgreSQL, MongoDB, Kafka, Cassandra and NGINX
• Help partners to offer and architect joint solutions utilizing Canonical's technologies on top of the public clouds and in the data center
• Design and publish joint Reference Architectures and perform technical validations with various partners
• Prepare and run onboarding sessions/workshops with various partners' teams to promote Canonical products and solutions
  
  

If you have a passion for the latest open source technologies, cloud-native development, data center technologies such as Kubernetes and computer networking, you will love the Alliances Architect role at Canonical.

What we are looking for in you

• Extensive experience with Linux (Ubuntu preferred), Kubernetes, Ceph, software automation
• Experience designing and implementing solutions on top of public or private clouds
• Python and bash understanding, troubleshooting skills
• Fluent written and spoken English
• Excellent communication and presentation skills
• High motivation, ability to multi-task and follow-up reliably on commitments
• Interest in customer-facing engagement, including pitching, demonstrating and understanding customer environment and needs
• Interest in new technologies like LXD, Juju and Snaps
• Ability to travel globally up to 30% of the time
• Degree in Computer Science, Mathematics, Physics or related technical field experience
  
  

What we offer you

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.

• Distributed work environment with twice-yearly team sprints in person - we've been working remotely since 2004!
• Personal learning and development budget of USD 2,000 per year
• Annual compensation review
• Recognition rewards
• Annual holiday leave
• Maternity and paternity leave
• Employee Assistance Programme
• Opportunity to travel to new locations to meet colleagues from your team and others
• Priority Pass for travel and travel upgrades for long haul company events
  
  

About Canonical

Canonical is a pioneering tech firm that is at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world on a daily basis. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do.

Canonical has been a remote-first company since its inception in 2004. Work at Canonical is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game. Canonical provides a unique window into the world of 21st-century digital business.

Canonical is an equal opportunity employer

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Engineering and Information Technology
• Industries Software Development

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Canonical Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 4 weeks ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1000+ colleagues in 70+ countries and very few roles based in offices. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.

The company is founder led, profitable and growing. We are hiring an

Cloud Solutions Architect in our Alliances team

to help our biggest partners (companies like Intel, Nvidia, Google, Dell, HP, Accenture, Tata and the like) understand and embrace our open source platform for themselves and their customers.

Our worldwide field engineering team apply expert insights to real-world customer problems, enabling the enterprise adoption of Ubuntu, OpenStack, Kubernetes, AI/MLOps and a wide range of associated technologies. We are experts in the whole open source stack, from kernel to desktop, from cloud to the edge. Our team is also interested in business problems - building things reliably, efficiently and cost-effectively, and we have to learn to speak the language of our customers and their industries.

We help global companies embrace public and private cloud infrastructure, cloud native operations, and open source applications. For this team we are looking for several Alliances Engineers to support OEM (hardware manufacturers), GSI (global system integrators), ISV (independent software vendors), Channel partners and Public Cloud alliance partners. You will support various alliances and partners of Canonical to adopt our products and technologies, help business leaders to define joint go-to-market programs with partners from the technical standpoint.

We often say that our field engineers have 'the hardest job at Canonical' because customers can ask about any aspect of our solutions and products and expect a thoughtful, well-informed answer. We always want to do the best thing for our partners and customers, regardless of our company interests, and field engineers are the people we trust to ensure that is true.

Location : This is a home-based role, we are hiring worldwide.

What your day will look like

Understand Ubuntu, Linux, networking and services in real-world environments Architect cloud infrastructure solutions like Kubernetes, Kubeflow, OpenStack, Ceph, and Spark either On-Premises or in Public Cloud (AWS, Azure, Google Cloud) Architect and integrate popular open source software such as PostgreSQL, MongoDB, Kafka, Cassandra and NGINX Help partners to offer and architect joint solutions utilizing Canonical's technologies on top of the public clouds and in the data center Design and publish joint Reference Architectures and perform technical validations with various partners Prepare and run onboarding sessions/workshops with various partners' teams to promote Canonical products and solutions

If you have a passion for the latest open source technologies, cloud-native development, data center technologies such as Kubernetes and computer networking, you will love the Alliances Architect role at Canonical.

What we are looking for in you

Extensive experience with Linux (Ubuntu preferred), Kubernetes, Ceph, software automation Experience designing and implementing solutions on top of public or private clouds Python and bash understanding, troubleshooting skills Fluent written and spoken English Excellent communication and presentation skills High motivation, ability to multi-task and follow-up reliably on commitments Interest in customer-facing engagement, including pitching, demonstrating and understanding customer environment and needs Interest in new technologies like LXD, Juju and Snaps Ability to travel globally up to 30% of the time Degree in Computer Science, Mathematics, Physics or related technical field experience

What we offer you

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.

Distributed work environment with twice-yearly team sprints in person - we've been working remotely since 2004! Personal learning and development budget of USD 2,000 per year Annual compensation review Recognition rewards Annual holiday leave Maternity and paternity leave Employee Assistance Programme Opportunity to travel to new locations to meet colleagues from your team and others Priority Pass for travel and travel upgrades for long haul company events

About Canonical

Canonical is a pioneering tech firm that is at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world on a daily basis. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do.

Canonical has been a remote-first company since its inception in 2004. Work at Canonical is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game. Canonical provides a unique window into the world of 21st-century digital business.

Canonical is an equal opportunity employer

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.

Seniority level

Seniority level Mid-Senior level Employment type

Employment type Full-time Job function

Job function Engineering and Information Technology Industries Software Development Referrals increase your chances of interviewing at Canonical by 2x Get notified about new Solutions Architect jobs in

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Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 month ago Vertical Sales Engineer (Electrification and Automation)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

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This job is for a Presales Network Engineer who designs and showcases tech solutions like networking and security. You might like this job because you get to collaborate with sales, solve real problems, and work with the latest technology.

We’re seeking a technically versatile Presales Engineer who thrives in a fast-paced environment and can design, demo, and defend end-to-end solutions spanning Cisco networking, cybersecurity, SD-WAN, and cloud infrastructure. You’ll partner with our sales team to architect winning proposals, lead Proof of Concepts (PoCs), and act as the bridge between customer challenges and cutting-edge tech.

Job Requirements

• Solution Design & Technical Sales Support
• Collaborate with sales to understand customer needs and propose customized solutions (Cisco-led but vendor-agnostic when needed).
• Networking: Cisco LAN/WAN, SD-WAN (Viptela, Fortinet, Velocloud), Data Center (ACI, Nexus).
• Develop BoMs, High-Level Designs (HLDs), and SOWs.
• Conduct hands-on demos, PoCs, and workshops (e.g., Cisco DNAC, SD-WAN controllers, security tools).
• Articulate why our solutions outperform competitors (Juniper, Fortinet, Huawei).
• Stay ahead of trends (e.g., AI-driven networking, cloud-native security) and quickly master new technologies.
• Work with vendors (Cisco, Palo Alto, and other principals) to leverage latest product updates.
• RFP/RFI Responses & Technical Documentation
• Lead technical sections of proposals, ensuring clarity and compliance.

Skills

• Presentations
• Storytelling

Company Benefits Medical card

Medical card for our permanent staff.

Coffee and snacks

We have a coffee machine and snacks for staff.

Established in 2014, Dynamic Link Solutions specialises in helping businesses achieve digital transformation through innovative solutions. We started off as a service provider that focuses on solution implementation and providing support and maintenance to critical network infrastructure. Over the years, we have progressed to offering a complete range of ICT Infrastructure services.

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This job is for a Presales Network Engineer who designs and showcases tech solutions like networking and security. You might like this job because you get to collaborate with sales, solve real problems, and work with the latest technology. We’re seeking a technically versatile Presales Engineer who thrives in a fast-paced environment and can design, demo, and defend end-to-end solutions spanning Cisco networking, cybersecurity, SD-WAN, and cloud infrastructure. You’ll partner with our sales team to architect winning proposals, lead Proof of Concepts (PoCs), and act as the bridge between customer challenges and cutting-edge tech. Job Requirements

Solution Design & Technical Sales Support Collaborate with sales to understand customer needs and propose customized solutions (Cisco-led but vendor-agnostic when needed). Networking: Cisco LAN/WAN, SD-WAN (Viptela, Fortinet, Velocloud), Data Center (ACI, Nexus). Develop BoMs, High-Level Designs (HLDs), and SOWs. Conduct hands-on demos, PoCs, and workshops (e.g., Cisco DNAC, SD-WAN controllers, security tools). Articulate why our solutions outperform competitors (Juniper, Fortinet, Huawei). Stay ahead of trends (e.g., AI-driven networking, cloud-native security) and quickly master new technologies. Work with vendors (Cisco, Palo Alto, and other principals) to leverage latest product updates. RFP/RFI Responses & Technical Documentation Lead technical sections of proposals, ensuring clarity and compliance. Skills

Presentations Storytelling Company Benefits

Medical card

Medical card for our permanent staff. Coffee and snacks

We have a coffee machine and snacks for staff. Established in 2014, Dynamic Link Solutions specialises in helping businesses achieve digital transformation through innovative solutions. We started off as a service provider that focuses on solution implementation and providing support and maintenance to critical network infrastructure. Over the years, we have progressed to offering a complete range of ICT Infrastructure services.

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Overview

Lead I - Cloud Infrastructure Services role at UST .

Role Proficiency: Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution and/or provide mentorship (Hierarchical or Lateral) to junior associates.

Responsibilities

• Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution; provide mentorship to junior associates (Hierarchical or Lateral).
• Update SOP with updated troubleshooting instructions and process changes.
• Mentor new team members in understanding customer infrastructure and processes.
• Perform analysis for driving incident reduction.
• Escalate high-priority incidents to customer and organization stakeholders for quicker resolution.
• Contribute to planning and successful migration of platforms.
• Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution.
• Provide inputs for root cause analysis after major incidents to define preventive and corrective actions.

Outcomes

• Update SOP with updated troubleshooting instructions and process changes
• Mentor new team members in understanding customer infrastructure and processes
• Perform analysis for driving incident reduction
• Escalate high priority incidents to customer and organization stakeholders for quicker resolution
• Contribute to planning and successful migration of platforms
• Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution
• Provide inputs for root cause analysis after major incidents to define preventive and corrective actions

Measures of Outcomes

• SLA Adherence
• Time bound resolution of elevated tickets - OLA
• Manage ticket backlog timelines - OLA
• Adhere to defined process – Number of NCs in internal/external Audits
• Number of KB articles created
• Number of incidents and change tickets handled
• Number of elevated tickets resolved
• Number of successful change tickets
• % Completion of all mandatory training requirements

Resolution

Outputs Expected:

• Understand Priority and Severity based on ITIL practice; resolve trouble tickets within agreed resolution SLA
• Execute change control tickets as documented in implementation plan

Troubleshooting

• Troubleshooting based on available information from previous tickets or consulting with seniors
• Convert the new steps to KB article
• Perform logical/analytical troubleshooting

Escalation / Elevation

• Escalate within organization/customer peer in case of resolution delay
• Understand OLA between delivery layers (L1 L2 L3 etc); adhere to OLA
• Elevate to next level and work on elevated tickets from L1

Tickets Backlog / Resolution

• Follow up on tickets based on agreed timelines; manage ticket backlogs/last activity as per defined process
• Resolve incidents and SRs within agreed timelines
• Execute change tickets for infrastructure

Installation

• Install and configure tools, software and patches

Runbook / KB

• Update KB with new findings
• Document and record troubleshooting steps as knowledge base

Collaboration

• Collaborate with different towers of delivery for ticket resolution (within SLA; resolve L1 tickets with help from respective tower)
• Collaborate with other team members for timely resolution of tickets
• Actively participate in team/organization-wide initiatives
• Coordinate with UST ISMS teams for resolving connectivity related issues

Stakeholder Management

• Lead customer calls and vendor calls
• Organize meetings with different stakeholders
• Take ownership of function's internal communications and related change management

Strategic

• Define the strategy on data management policy management and data retention management
• Support definition of the IT strategy for the function's relevant scope and be accountable for ensuring the strategy is tracked, benchmarked, and updated for the area owned

Process Adherence

• Thorough understanding of organization and customer defined process
• Suggest process improvements and CSI ideas
• Adhere to organization's policies and business conduct

Process / Efficiency Improvement

• Proactively identify opportunities to increase service levels and mitigate any issues in service delivery within the function or across functions
• Take accountability for overall productivity efforts within the function, including coordination of function-specific tasks and close collaboration with Finance

Process Implementation

• Coordinate and monitor IT process implementation within the function

Compliance

• Support information governance activities and audit preparations within the function
• Act as a function SPOC for IT audits in local sites (incl. preparation interface to local organization mitigation of findings, etc.) and work closely with ISRM (Information Security Risk Management)
• Coordinate overall objective setting, preparation and facilitate process in order to achieve consistent objective setting in function
• Coordination Support for CSI across all services in CIS and beyond

Training

• On time completion of all mandatory training requirements of organization and customer
• Provide on-floor training and one-to-one mentorship for new joiners
• Complete certification of respective career paths

Performance Management

• Update FAST Goals in NorthStar track report and seek continuous feedback from peers and manager
• Set goals for team members and mentees and provide feedback
• Assist new team members to understand the customer environment

Skills & Knowledge

• Good understanding of customer infrastructure and related CIs
• ITIL Foundation certification
• Thorough hardware knowledge
• Basic understanding of capacity planning
• Basic understanding of storage and backup
• Networking: hands-on experience in routers and switches and firewalls; knowledge of BGP; ability to use netflow analyzers
• Server: skills in AD, DNS, DHCP, DFS, IIS; patch management; troubleshooting AD replication, DNS issues; HA solutions like failover clustering, VMware clustering
• Storage and Backup: storage and backup design, data management, recovery and migration to cloud
• Cloud: AWS, Azure, or GCP
• Tools: monitoring tools (CA UIM, SCOM, Solarwinds, Nagios, ServiceNow); SQL scripting; building custom reports
• Monitoring: infrastructure and application monitoring
• Database: data modeling, backup/recovery, OS/networking knowledge
• Quality Analysis: ability to drive service excellence and continuous improvement

Knowledge Examples

• Customer infrastructure and related CIs
• ITIL Foundation certification
• Hardware knowledge
• Capacity planning
• Storage and backup
• Networking: hands-on with routers, switches and firewalls; BGP
• Servers: PowerShell, Bash, Python scripting; AD GPO management
• Storage and Backup SME
• Tools: Windows and Linux OS troubleshooting
• Monitoring: ITIL processes
• Database: general DB management; OS and networking

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting

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Join to apply for the Associate II - Cloud Infrastructure Services role at UST

1 week ago Be among the first 25 applicants

Join to apply for the Associate II - Cloud Infrastructure Services role at UST

Role Description

Role Proficiency:

Follow/update runbook/SOP to monitor track and co-ordinate to closure/service requests

Outcomes

• 1) Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity2) Update SOP with updated troubleshooting instructions and process changes 3) Mentor new team members in understanding customer infrastructure and processes
  
  

Measures Of Outcomes

• 1) SLA Adherence2) Compliance towards runbook based troubleshooting process3) Time bound elevations and routing of tickets – OLA Adherence4) Schedule Adherence in managing ticket backlogs5) # of NCs in internal/external audits6) Number of KB changes suggested7) Production readiness of new joiners within agreed timeline by one-on-one mentorship8) % Completion of all mandatory training requirements
  
  

Monitoring

Outputs Expected:

• Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere.
• Adhere to ITIL best practices
  
  

Runbook Reference

• Follow runbook for troubleshooting record troubleshooting steps and provide inputs for runbook changes.
• Use KB/SOP to resolve tickets update KB/SOP with new findings
  
  

Tickets Backlog

• Follow up on tickets based on agreed timelines manage ticket backlogs/last activity as per defined process
  
  

Collaboration

• Collaborate with different towers of delivery for ticket resolution (within SLA) document learnings for self-reference.
• Actively participate in team/organization-wide initiatives.
• Collaborate with other team members for timely resolution of tickets.
• Assist new team members to understand the customer environment.
  
  

Process Adherence

• Thorough understanding of organization and customer defined process.
• Consult with mentor when in doubt.
• Adherence to defined processes.
• Adhere to organization’ s policies and business conduct.
  
  

Training

• On time completion of all mandatory training requirements of organization and customer.
• Provide on floor training and one-on-one mentorship for new joiners.
  
  

Performance Management

• Update FAST Goals in NorthStar track report and seek continues feedback from peers and manager.
  
  

Skill Examples

• Strong interpersonal and communication skills (Written verbal and email etiquette) to interact with different teams and customers.
• Analytical ability to understand a larger picture of customer issues.
• Ability to follow SOP documents and escalate the s with in the SLA defined.
• Networking: a. Basic Network commands for troubleshooting Desktop/Laptop connectivity issues
• Server:a. Strong skills in most operating system commands/utilities basic understanding of virtualization server and client OS installation workgroup and domain knowledgeb. Support tasks like OS installation and basic user level commands and local user/group managementc. Software installation and Basic patch installation
• Storage & Backup:a. Ability to monitor any Enterprise Storage and backup Solutionsb. Skilled in Storage and backup Monitoringc. Skilled in ticketing tools
• Database:a. Create or modify queries in order to suit business requirementsb. Data modelling skills; distinguish between OLTP and Data warehouse applicationsc. Storage hardware storage management techniques software used for managing the storaged. Tweak tables making them use less space as possible
• End User Computing:a. Confident in handling end user calls/Ticketing toolsb. AD managementc. Antivirus Management
• Strong troubleshooting skills
  
  

Knowledge Examples

• ITIL Framework
• 2) Monitoring knowledge with various infrastructure tools 3) Fair understanding of customer infrastructure ability to co-relate failures4) Networking:a. Understanding of IP addressingb. Moderate knowledge in Network show commands across routers switches Firewalls Load balancersc. Should have basic knowledge in High CPU High Bandwidth usage reasonsd. Basics in Port-Channels and ether channelse. Basic understanding of ticketing tools such as Service-now OR Remedy5) Server:a. Familiarity with the basic OS administrative tools and how to locate them analyse event logs/sys logs etc.b. File system (FAT NTFS etc) and partitioning knowledgec. Basic understanding of system processes/services and user process6) Storage & Backup:a. Good Knowledge in Storage and Backup technologyb. Strong Knowledge in Backup and Recovery Operationsc. Good Knowledge Tape Libraries Backup Appliances Virtual tape Libraries7) Monitoring:a. Good understanding of Networking conceptsb. Basic knowledge of infrastructure componentsc. Knowledge in handling and monitoringd. Familiar with Linux and Windows commands8) Database:a. Very fluent in Structured query languageb. Knowledge of database background processesc. Knowledge of 3-Tier client server architectures and Web services9) End User Computing:a. Knowledge on Office 365b. Basic Network knowledge10) Quality Analysis:a. Exposure to technology/processes as per audit requirements b. Working knowledge of MS Excel Word PPT Outlook etc.s
  
  

Additional Comments

Service Desk Analyst What you’ll do

• Be the first point of contact for our internal customers – by answering their questions, listening to what’s gone wrong for them, and improving their experience with technology.
• Capture and share the right information about customers’ problems in ServiceNow
• Work together and share insights with others in the team, especially at shift changes
• Work closely with the Operational Support and Operational Engineering Teams whenever you need their input on complex or high-risk problems
• Own your customers’ Incidents as if they were yours, always aim for service excellence – by frequent communication, setting expectations and working closely with other teams involved in problem-solving.
• Prioritise and sort out your customers IT issues according to our service level agreement
• Help the team to keep improving its service, by sharing your suggestions for raising first-time fix rates, improving customer satisfaction and reducing risk
• Keep up to date with changing security requirements
• Uphold our standards, processes and policies The knowledge, experience and qualifications you need
• Any experience in excellent customer service no matter what industry
• Experience in handling calls to support customers and resolve issues with stipulated time
• Good with Microsoft-based operating systems, especially Windows 10
• Experience in handling AD

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Associate II - Cloud Infrastructure Services

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Associate II - Cloud Infrastructure Services

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UST Role Description

Role Proficiency:

Follow/update runbook/SOP to monitor track and co-ordinate to closure/service requests

Outcomes

1) Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity2) Update SOP with updated troubleshooting instructions and process changes 3) Mentor new team members in understanding customer infrastructure and processes

Measures Of Outcomes

1) SLA Adherence2) Compliance towards runbook based troubleshooting process3) Time bound elevations and routing of tickets – OLA Adherence4) Schedule Adherence in managing ticket backlogs5) # of NCs in internal/external audits6) Number of KB changes suggested7) Production readiness of new joiners within agreed timeline by one-on-one mentorship8) % Completion of all mandatory training requirements

Monitoring

Outputs Expected:

Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere. Adhere to ITIL best practices

Runbook Reference

Follow runbook for troubleshooting record troubleshooting steps and provide inputs for runbook changes. Use KB/SOP to resolve tickets update KB/SOP with new findings

Tickets Backlog

Follow up on tickets based on agreed timelines manage ticket backlogs/last activity as per defined process

Collaboration

Collaborate with different towers of delivery for ticket resolution (within SLA) document learnings for self-reference. Actively participate in team/organization-wide initiatives. Collaborate with other team members for timely resolution of tickets. Assist new team members to understand the customer environment.

Process Adherence

Thorough understanding of organization and customer defined process. Consult with mentor when in doubt. Adherence to defined processes. Adhere to organization’ s policies and business conduct.

Training

On time completion of all mandatory training requirements of organization and customer. Provide on floor training and one-on-one mentorship for new joiners.

Performance Management

Update FAST Goals in NorthStar track report and seek continues feedback from peers and manager.

Skill Examples

Strong interpersonal and communication skills (Written verbal and email etiquette) to interact with different teams and customers. Analytical ability to understand a larger picture of customer issues. Ability to follow SOP documents and escalate the s with in the SLA defined. Networking: a. Basic Network commands for troubleshooting Desktop/Laptop connectivity issues Server:a. Strong skills in most operating system commands/utilities basic understanding of virtualization server and client OS installation workgroup and domain knowledgeb. Support tasks like OS installation and basic user level commands and local user/group managementc. Software installation and Basic patch installation Storage & Backup:a. Ability to monitor any Enterprise Storage and backup Solutionsb. Skilled in Storage and backup Monitoringc. Skilled in ticketing tools Database:a. Create or modify queries in order to suit business requirementsb. Data modelling skills; distinguish between OLTP and Data warehouse applicationsc. Storage hardware storage management techniques software used for managing the storaged. Tweak tables making them use less space as possible End User Computing:a. Confident in handling end user calls/Ticketing toolsb. AD managementc. Antivirus Management Strong troubleshooting skills

Knowledge Examples

ITIL Framework 2) Monitoring knowledge with various infrastructure tools 3) Fair understanding of customer infrastructure ability to co-relate failures4) Networking:a. Understanding of IP addressingb. Moderate knowledge in Network show commands across routers switches Firewalls Load balancersc. Should have basic knowledge in High CPU High Bandwidth usage reasonsd. Basics in Port-Channels and ether channelse. Basic understanding of ticketing tools such as Service-now OR Remedy5) Server:a. Familiarity with the basic OS administrative tools and how to locate them analyse event logs/sys logs etc.b. File system (FAT NTFS etc) and partitioning knowledgec. Basic understanding of system processes/services and user process6) Storage & Backup:a. Good Knowledge in Storage and Backup technologyb. Strong Knowledge in Backup and Recovery Operationsc. Good Knowledge Tape Libraries Backup Appliances Virtual tape Libraries7) Monitoring:a. Good understanding of Networking conceptsb. Basic knowledge of infrastructure componentsc. Knowledge in handling and monitoringd. Familiar with Linux and Windows commands8) Database:a. Very fluent in Structured query languageb. Knowledge of database background processesc. Knowledge of 3-Tier client server architectures and Web services9) End User Computing:a. Knowledge on Office 365b. Basic Network knowledge10) Quality Analysis:a. Exposure to technology/processes as per audit requirements b. Working knowledge of MS Excel Word PPT Outlook etc.s

Additional Comments

Service Desk Analyst What you’ll do

Be the first point of contact for our internal customers – by answering their questions, listening to what’s gone wrong for them, and improving their experience with technology. Capture and share the right information about customers’ problems in ServiceNow Work together and share insights with others in the team, especially at shift changes Work closely with the Operational Support and Operational Engineering Teams whenever you need their input on complex or high-risk problems Own your customers’ Incidents as if they were yours, always aim for service excellence – by frequent communication, setting expectations and working closely with other teams involved in problem-solving. Prioritise and sort out your customers IT issues according to our service level agreement Help the team to keep improving its service, by sharing your suggestions for raising first-time fix rates, improving customer satisfaction and reducing risk Keep up to date with changing security requirements Uphold our standards, processes and policies The knowledge, experience and qualifications you need Any experience in excellent customer service no matter what industry Experience in handling calls to support customers and resolve issues with stipulated time Good with Microsoft-based operating systems, especially Windows 10 Experience in handling AD