CLoud Support L2 24x7

Placement : Yogyakarta

The Cloud Support L2 (24x7 Operations) is responsible for providing second-level technical support for the company's cloud infrastructure and managed services. This role handles complex technical incidents escalated from L1, performs in-depth troubleshooting and root cause analysis, and ensures the availability, reliability, and security of cloud services. The position operates in a 24x7 shift environment to support continuous business operations and customer service.

Key responsibilities

• Handle escalated incidents from the Cloud Support L1 team.
• Perform advanced troubleshooting for cloud infrastructure, virtualization, operating systems, networking, and storage.
• Resolve incidents within the agreed Service Level Agreement (SLA).
• Conduct root cause analysis (RCA) and recommend preventive actions.
• Document troubleshooting steps and solutions in the knowledge base.

Infrastructure Management

• Monitor cloud infrastructure performance and system health.
• Manage virtual machines, cloud resources, storage, and networking components.
• Perform preventive maintenance and routine health checks.
• Assist in infrastructure upgrades, migrations, and deployments.
• Ensure backup and disaster recovery procedures are functioning properly.

Customer Support

• Communicate technical updates and incident progress to customers.
• Coordinate with internal teams to resolve complex customer issues.
• Provide technical recommendations and best practices to customers.
• Escalate unresolved issues to L3 or Engineering when necessary.
• Work closely with Network, Security, DevOps, and Cloud Engineering teams.
• Support project implementation when technical expertise is required.
• Maintain accurate incident records and technical documentation.
• Develop and update Standard Operating Procedures (SOPs).
• Ensure compliance with ISO 27001, ISO 9001, and internal security policies.
• Identify recurring issues and propose automation or permanent fixes.
• Participate in knowledge-sharing sessions with L1 and other technical teams.
• Contribute to improving monitoring, alerting, and operational efficiency.

Job Qualifications:

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum 3–4 years of experience in Technical Support, System Administration, Cloud Operations, or Infrastructure Support.
• Experience in cloud service providers is preferred.
• Linux and Windows Server Administration
• TCP/IP Networking, DNS, VPN, VLAN, Firewall
• Storage technologies (NAS, SAN, Object Storage)
• Backup & Disaster Recovery
• Understanding of cloud platforms and virtualization
• Knowledge of cybersecurity best practices
• Strong analytical and troubleshooting skills
• Excellent problem-solving abilities
• Customer-oriented mindset and Good communication skills
• Ability to work under pressure during critical incidents
• Team collaboration and Time management
• Willingness to work on-call or in shifts when required