Job description for CLoud Support L2 24x7 at Pt. Era Awan Digital (eranyacloud)
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
