Cloud Support Engineer | Temporary WFH | Makati | Day 1 HMO

Overview Power the Cloud. Protect the Future. Take on cutting-edge challenges in cloud security and redefine what's possible in global tech innovation. Work alongside industry leaders, manage enterprise-level systems, and contribute to next-generation cloud security solutions. With international exposure and hands-on experience in world-class infrastructure, you'll make your mark in the fast-evolving world of cloud technology. Job Description As a Cloud Support Engineer , you'll manage, troubleshoot, and enhance cloud network infrastructure to ensure seamless performance and security. You'll handle technical incidents, support enterprise clients, and collaborate with global teams to deliver high-quality cloud solutions and cybersecurity excellence. Job Overview Employment type: Full-time Shift: Shifting Work setup: Temporary WFH 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 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 Minimum 2+ years of experience in a managed services environment Experience in public and private cloud Proven expertise in customer relationship management Demonstrated ability in fault logging, impact assessment, and ticket management Proficiency in Microsoft Office Strong knowledge of network technologies, including LAN and WAN Experience in firewall management Hands-on experience with Cisco switches, routers, and wireless technologies Expertise in load balancer management Familiarity with the ITIL framework Experience working in a fast-paced environment Microsoft Server and ITIL certifications (desirable) Basic understanding of ServiceNow (desirable) Working knowledge of ScienceLogic (desirable) Personal Attributes Highly developed communication and interpersonal skills Strong dedication to customer service with a passion for working with people Ability to prioritize multiple tasks effectively Capability to work independently and contribute to team goals Strong problem-solving and analytical skills Adaptability to work both autonomously and collaboratively Ability to perform well under pressure Exceptional attention to detail 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 About the Client Defining the Future of Cloud Security Our client is a pioneering IT solutions provider in Australia, specializing in secure cloud infrastructure and cybersecurity innovation. With decades of experience and a reputation for excellence, they deliver end-to-end technology solutions that empower global businesses to operate smarter, faster, and safer. Their collaborative approach and focus on continuous improvement make them a trusted partner in the world of digital transformation. 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 #J-18808-Ljbffr