📍 Location: Bandar Baru Klang (Hybrid)
🏢 Company: SRKK Group
💼 Employment Type: Full-time
🎯 Position: Senior Support Engineer (Azure Operations)
✨ We are looking for people who are humble, hungry, and smart.
Lead Cloud Operations and Ensure Reliable Azure Service Delivery
SRKK Group is a leading end-to-end digital transformation consultancy with established presences in Malaysia and Singapore. As a Microsoft-focused technology partner, we help organizations modernize, secure, and optimize their IT environments through cloud, cybersecurity, managed services, AI, data, and modern workplace solutions.
We are seeking a Senior Support Engineer (Azure Operations) to lead operational support activities for customer Azure environments and ensure high availability, service reliability, and operational excellence across managed cloud platforms.
This role is ideal for an experienced cloud operations professional who excels in incident management, technical troubleshooting, service restoration, and stakeholder coordination. You will serve as the technical lead during incidents, guide junior engineers, and drive continuous service improvement while ensuring SLA compliance and customer satisfaction.
💼 What You'll Do
Incident Monitoring & Management
- Act as Shift Lead during assigned support periods.
- Monitor the health, availability, performance, and reliability of customer Azure environments.
- Assess incidents and determine severity, business impact, priority levels, and escalation requirements.
- Lead incident response and service restoration activities for production outages and service degradations.
- Coordinate internal teams, Microsoft Support, vendors, and stakeholders to restore services within SLA commitments.
- Analyze recurring incidents and alert patterns to identify operational risks and improvement opportunities.
- Fine-tune alerting thresholds, monitoring rules, and operational controls to improve service effectiveness.
- Perform platform health validation using:
- Azure Portal
- Azure Monitor
- Azure Resource Health
- Azure Bastion
- Approved monitoring tools
Advanced Troubleshooting & Problem Resolution
- Lead investigation and resolution of complex infrastructure and platform incidents.
- Troubleshoot issues across:
- Azure Virtual Machines
- Networking
- Storage
- Backup Services
- Security Services
- Applications
- Perform advanced diagnostics and root cause analysis.
- Execute approved remediation and recovery procedures to restore service availability.
- Own technical resolution activities until service restoration is achieved.
- Conduct post-incident reviews and implement corrective and preventive actions.
Major Incident Management
- Act as Incident Commander for Priority 1 and Priority 2 incidents.
- Coordinate technical response efforts across support teams, vendors, and customer stakeholders.
- Lead communication during major incidents and provide status updates throughout the incident lifecycle.
- Ensure escalation procedures are followed and risks are managed effectively.
- Facilitate service recovery activities and post-incident reviews.
Azure Operational Support
- Execute approved Azure operational requests and infrastructure changes.
- Perform advanced administration across:
- Azure Compute
- Azure Networking
- Azure Storage
- Azure Backup
- Azure Security Services
- Support capacity planning activities and performance optimization initiatives.
- Identify opportunities for cost optimization and resource efficiency.
- Implement approved remediation actions for operational, performance, and security-related issues.
- Maintain accurate records of operational activities and infrastructure changes.
Service Governance & Operational Excellence
- Ensure compliance with:
- Service Level Agreements (SLAs)
- Operational procedures
- Security standards
- Support policies
- Review incident records and technical documentation for quality and completeness.
- Verify incidents contain accurate timelines, troubleshooting actions, root causes, and resolution details.
- Support major incident reviews, service reporting, and operational governance activities.
- Drive Root Cause Analysis (RCA) activities and ensure actions are tracked to closure.
- Identify opportunities to improve reliability, monitoring effectiveness, and operational efficiency.
Leadership & Knowledge Management
- Provide technical leadership and mentoring to Junior Support Engineers.
- Review troubleshooting activities, ticket updates, and escalation handling.
- Develop and maintain:
- Operational Runbooks
- Standard Operating Procedures (SOPs)
- Troubleshooting Guides
- Knowledge Base Articles
- Conduct technical coaching and knowledge-sharing sessions.
- Promote continuous improvement through automation and operational best practices.
- Ensure support documentation remains accurate and up to date.
Automation & Continuous Improvement
- Identify opportunities to automate routine operational activities.
- Utilize scripting and automation tools to improve service efficiency.
- Participate in service modernization initiatives and cloud operations improvements.
- Evaluate operational trends and recommend enhancements to monitoring, support processes, and service delivery.
👤 Who You Are
- Experienced in cloud operations, managed services, and production support environments.
- Strong problem solver with excellent troubleshooting and analytical skills.
- Comfortable leading technical incident response activities and coordinating diverse teams.
- Able to remain calm and effective during high-impact incidents and service disruptions.
- Strong communicator who can engage with both technical and non-technical stakeholders.
- Passionate about operational excellence, reliability, and customer success.
- Detail-oriented with a strong commitment to service quality and documentation.
- Proactive, accountable, and capable of working independently.
- Curious, dependable, and improvement-oriented — humble, hungry, smart.
🎓 Technical Skills & Qualifications
Education
- Degree in:
- Computer Science
- Information Technology
- Engineering
- Information Systems
- Or a related discipline
Experience
- Minimum 4–6 years of experience in:
- Cloud Operations
- Managed Services
- Infrastructure Support
- Production Support
- Azure Administration
- Incident Management
- Technical Escalation Handling
Core Technical Skills
- Microsoft Azure Administration
- Azure Virtual Machines
- Azure Networking
- Azure Storage & Backup
- Azure Monitor & Resource Health
- Azure Security & Governance
- Azure Firewall & Network Security
- Windows Server Administration
- DNS, TCP/IP, Routing & Connectivity
- Incident Management & Root Cause Analysis
- Infrastructure Monitoring & Alert Management
Preferred Skills
- PowerShell Scripting
- Infrastructure Automation
- Azure Cost Optimization
- Performance Tuning & Capacity Planning
- ITIL Service Management Processes
- Managed Services Operations
⭐ Certifications (Preferred)
- Microsoft Certified: Azure Administrator Associate (AZ-104)
- Microsoft Certified: Azure Security Engineer Associate (AZ-500)
- ITIL Foundation Certification
- Additional Azure, Security, or Cloud Operations certifications are an advantage.
📊 Success Metrics
Success in this role will be measured through:
- SLA Compliance ≥ 99.5%
- Incident Resolution Quality
- Escalation Effectiveness
- Root Cause Analysis Completion
- Preventive Action Implementation
- Service Availability
- Customer Satisfaction Score (CSAT)
- Operational Documentation Quality
- Team Knowledge Sharing & Enablement
🌱 Why Join SRKK Group?
- Lead critical cloud operations supporting enterprise customers.
- Work with Microsoft Azure technologies in a dynamic managed services environment.
- Collaborate with experienced cloud consultants, architects, and support professionals.
- Gain exposure to enterprise-scale cloud operations and service management practices.
- Access Microsoft-aligned learning paths, certifications, and continuous development opportunities.
- Clear career progression toward:
- Azure Operations Lead
- Cloud Operations Manager
- Service Delivery Manager
- Cloud Consultant
- Azure Solution Architect
- Join a collaborative culture that values innovation, accountability, and continuous improvement.
🚀 Join SRKK Group and help deliver secure, reliable, and high-performing Azure environments that empower organizations to operate with confidence.