The Global Managed Service Engineer is responsible for the KR Follow the Sun operations, providing managed services to global customers.

· The engineer is a member of Megazone Cloud’s Managed Services delivery team, he or she is responsible for ongoing support, escalations from the monitoring team, and proactive maintenance for our client’s cloud platform through the Managed Services teams processes, procedures, and tools. As a Cloud Managed Service Engineer, you will be a critical part of our core team that is essential to the success of our Managed Services division.

· Support of client’s Cloud infrastructure, including response to any escalations from the monitoring team to help analyze and resolve incidents for customers’ infrastructure running in AWS.

· Communicate ticket status information to all team members and escalate cases to appropriate staff as necessary to ensure cases are closed promptly.

· Interact with clients to identify issues, troubleshoot expediently, and follow up on issues via e-mail, ticketing system, and phone calls.  Communicate technical issues and solutions with clients in business terms.

· Configuration and tuning of cloud-based tools, managing cost, security, and compliance for the client’s environments.

· Create and maintain updated documentation for each client’s environment.

· Promote best practices to enhance and improve organizational processes.

· Participate in weekly and monthly discussions with clients to review outstanding issues and changes and discuss proposals for improving the client’s environment.

· English ability (Speaking)

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· Minimum experience: 3 years of experience in infrastructure management or deployment projects. Plus, 2 years of experience in AWS infrastructure management or deployment projects.

 
· Bachelor’s degree in Computer Science, Mathematics, or a related field.

· Experience in a 24x7 managed services, hosted service company, or Network Operations Center environment.

· Experience with ITIL processes and associated ITSM systems and service portals for Incident and Change Management.

· Experience with Windows and Linux system administration, supporting and scaling virtual server cloud or on-prem environments, and solving network issues.

· Operational knowledge of scripting languages.

· Client relationship skills and experience managing vendors.

· Ability to work in a fast-paced, rapidly changing environment.

· Strong desire for personal development and learning.

· Delivery-focused with the ability to drive tasks forward and meet demanding deadlines.

· Strong problem investigation and diagnosis skills.