Cloud Support Engineer

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
  
  )
• 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