Job Description

How You’ll Make a Difference

Incident & Alert Handling

• Serve as the first cloud support contact for incidents escalated by DC Operations / CSM Ops. 
• Acknowledge, validate, classify, and log incidents based on severity and business impact. 
• Execute predefined Standard Operating Procedures (SOPs) for common alerts and known issues. 
• Escalate SEV1/SEV2 incidents to L2 Cloud Engineers and CSM Ops as per the escalation matrix. 
• Implement minor configuration changes and patches. Analyze performance metrics to identify potential bottlenecks. 
• Collaborate with L3/Application Support/CSM teams on post-incident reviews and problem management. 

Advanced Incident Management

• Act as the primary technical responder for escalated incidents from L1. 
• Perform deep-dive root cause analysis for Huawei and AWS cloud services, network, and platform performance issues. 
• To escalate to application team for application database related issue. 

Initial Troubleshooting & Recovery

• Perform first-level diagnostics using runbooks and system dashboards/logs. 
• Collect required logs/evidence to support faster L2 investigation. 
• Perform basic recovery actions (e.g., restart services, basic network checks, VPN status validation) as permitted under SOP. 
• Troubleshoot and resolve issues with critical components: VISA VCX on AWS, HSM as a Service, and the core card processing platform on Huawei Cloud. 

On-Call Duty (when as required)

• Participate in a 24x7 on-call rotation for P1/P2 critical incidents. Lead the technical bridge during major incidents until resolution. 

Operational Support, Governance, & Administration

• Fulfil routine BAU operational tasks, including:
• User access fulfilment based on approved RBAC matrix 
• Environment start/stop commands 
• Log retrieval and housekeeping tasks 
• Provide initial support for foundational cloud services (e.g., ECS/EC2, RDS for MSSQL & PostgreSQL, Storage Services), and escalate application-related database issues to the Application Support team. 
• Create and refine complex troubleshooting runbooks for L1 use. Document solutions and contribute to the team's knowledge base.   
• Maintain accurate incident and task records in the ITSM platform (e.g., CSMS). 
• Update runbooks/SOPs when gaps, improvements, or new scenarios are identified.

Job Requirements

What You’ll Bring

• 1-5 year experience in cloud engineer, cloud instrastructure, cloud support, or IT Technical support. 
• Proven hands-on experience in cloud engineering, with proven expertise in both AWS and Huawei Cloud. 
• Deep, practical knowledge in at least two of the following domains across both clouds:
• Networking: VPC, Security Groups/NACLs, Direct Connect/Cloud Connect, Load Balancers. 
• Compute & Containers: EC2/ECS, EKS/CCE, Lambda/FunctionGraph. 
• Security: IAM policies, KMS, CloudTrail/CTS. Foundational understanding of cloud computing concepts and services. 
• Able to participate in on-call rotation for after-hours support when as required.

Plus Point, if you:

• Possess cloud certification: AWS Certified SysOps Administrator / Solutions Architect Associate, Huawei Cloud HCIP, AWS Cloud Practitioner or Huawei HCIA-Cloud Service is a plus. 
• Familiarity with ITSM/ITIL concepts and incident/change management practices. 
• Basic awareness of PCI-DSS operational controls, such as least privilege, evidence logging, and change traceability. 
• Exposure to Linux command line and basic troubleshooting. 
• Experience working with monitoring tools and cloud dashboards. 
• Experience with payment systems, VISA VCX, or HSM technologies. 
• Scripting skills (Python, PowerShell, or Shell). 
• Experience with Infrastructure as Code (Terraform preferred). 

Skills