📍 Location: Bandar Baru Klang (Hybrid)

🏢 Company: SRKK Group

💼 Employment Type: Full-time

🎯 Position: Cloud Support Engineer (Mid-Level)

✨ We are looking for people who are humble, hungry, and smart.

Support, Optimize, and Secure Enterprise Azure Environments

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 Cloud Support Engineer to provide operational support for customer Azure environments and ensure service availability, operational stability, incident resolution, and SLA compliance.

This role is ideal for cloud professionals with hands-on Azure operational experience who are capable of independently managing day-to-day incidents, performing advanced troubleshooting, executing operational changes, and contributing to service improvement initiatives. Working closely with Senior Support Engineers, Cloud Engineers, and customer stakeholders, you will play a key role in maintaining reliable and secure cloud services.

💼 What You'll Do

Incident Monitoring & Management

• Monitor the health, availability, and performance of customer Azure environments.
• Review and validate alerts generated through:
  • Azure Monitor
  • Azure Resource Health
  • Azure Bastion
  • Approved enterprise monitoring tools
• Investigate and classify incidents based on severity, business impact, urgency, and priority.
• Manage incident response and restoration activities for Priority 2 and Priority 3 incidents.
• Escalate major incidents and complex technical issues to Senior Support Engineers when required.
• Identify recurring incidents, trends, and operational risks and recommend corrective actions.
• Proactively monitor environments to minimize service disruptions and improve operational reliability.

Technical Troubleshooting & Resolution

• Perform advanced troubleshooting across:
  • Azure Virtual Machines
  • Azure Networking
  • Azure Storage
  • Azure Backup Services
  • Azure Platform Services
• Analyze logs, monitoring outputs, performance metrics, and diagnostic information to identify root causes.
• Resolve infrastructure, connectivity, application hosting, and operational issues within SLA requirements.
• Execute approved recovery procedures and remediation activities.
• Participate in Root Cause Analysis (RCA) investigations and contribute to preventive measures.
• Develop and maintain troubleshooting documentation and knowledge articles.

Incident Coordination & Escalation

• Act as the technical owner for assigned incidents until closure.
• Coordinate with:
  • Senior Engineers
  • Cloud Engineers
  • Microsoft Support
  • Third-party Vendors
  • Customer Technical Teams
• Provide timely updates on incident progress, business impact, and recovery activities.
• Ensure escalation procedures are followed according to operational guidelines.
• Participate in major incident bridges and support high-severity incident management activities.

Azure Operational Support

• Execute approved operational changes and infrastructure maintenance activities.
• Perform health assessments and operational reviews across managed Azure environments.
• Support:
  • Patch Management
  • Backup Verification
  • Disaster Recovery Testing
  • Capacity Monitoring
  • Routine Maintenance
• Identify opportunities for:
  • Performance Optimization
  • Security Hardening
  • Cost Optimization
  • Reliability Improvements
• Ensure operational requests are completed accurately and documented properly.

Service Governance & Reporting

• Ensure compliance with:
  • SLA Commitments
  • Operational Procedures
  • Standard Operating Procedures (SOPs)
  • IT Service Management Processes
• Maintain accurate ticket updates, incident records, and technical documentation.
• Assist in preparing:
  • Incident Reports
  • Service Metrics
  • Operational Dashboards
  • Customer Reports
• Support service review meetings and customer reporting requirements.
• Track risks, known issues, and service improvement initiatives.

Knowledge Management & Team Support

• Provide technical guidance to Junior Support Engineers.
• Review ticket updates, troubleshooting activities, and documentation quality.
• Contribute to:
  • Knowledge Base Articles
  • Operational Runbooks
  • Troubleshooting Guides
  • SOP Improvements
• Participate in technical coaching and knowledge-sharing initiatives.
• Support onboarding and knowledge transfer activities within the support team.

Continuous Service Improvement

• Identify opportunities to improve service stability and operational efficiency.
• Recommend monitoring enhancements and automation opportunities.
• Participate in service improvement programs and operational excellence initiatives.
• Stay updated on new Azure capabilities, cloud technologies, and industry best practices.

👤 Who You Are

• Experienced in Azure operations, infrastructure support, or managed services environments.
• Comfortable managing operational incidents independently from investigation through resolution.
• Strong problem-solving and analytical troubleshooting skills.
• Customer-focused with a commitment to delivering reliable and high-quality support services.
• Able to coordinate effectively with technical teams and customer stakeholders.
• Strong attention to detail in operational execution and documentation.
• Proactive, accountable, and able to manage multiple priorities simultaneously.
• Passionate about cloud technologies and continuous learning.
• 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

• 2–5 years of experience in:
  • Azure Operations
  • Cloud Support
  • Infrastructure Support
  • Managed Services
  • Production Support Environments
• Experience in:
  • Incident Management
  • Technical Troubleshooting
  • Operational Support Activities
  • Customer-Facing Support Environments

Core Technical Skills

• Microsoft Azure Administration
• Azure Virtual Machines
• Azure Networking
• Azure Storage & Backup
• Azure Monitor & Resource Health
• Azure Security Fundamentals
• DNS, TCP/IP, Routing & Connectivity
• Windows Server Administration
• Incident & Problem Management
• Root Cause Analysis (RCA)

Preferred Skills

• PowerShell Scripting & Automation
• Azure Cost Optimization
• Disaster Recovery & Backup Management
• Performance Monitoring & Capacity Planning
• Azure Security Best Practices
• ITIL Service Operations

⭐ Certifications (Preferred)

• Microsoft Certified: Azure Administrator Associate (AZ-104)
• Microsoft Certified: Azure Security Engineer Associate (AZ-500)
• Microsoft Certified: Azure Fundamentals (AZ-900)
• ITIL Foundation Certification
• Additional Azure, Infrastructure, Security, or Cloud certifications are an added advantage.

📊 Success Metrics

Success in this role will be measured through:

• SLA Compliance ≥ 99.5%
• Quality Incident Resolution
• Effective Technical Troubleshooting
• Escalation & Communication Effectiveness
• Accurate Documentation & Reporting
• RCA Participation & Preventive Action Tracking
• Continuous Service Improvement Contributions
• Technical Coaching & Knowledge Sharing
• Customer Satisfaction & Service Reliability

🌱 Why Join SRKK Group?

• Gain hands-on experience managing enterprise Azure environments.
• Work alongside experienced Cloud Engineers, Azure Specialists, and Managed Services professionals.
• Exposure to large-scale cloud operations, incident management, and service delivery practices.
• Access Microsoft-aligned training paths, certifications, and learning opportunities.
• Build expertise across Azure infrastructure, monitoring, security, backup, and operational governance.
• Contribute to high-impact projects supporting enterprise customers.
• Clear career progression opportunities toward:
  • Senior Support Engineer
  • Cloud Engineer
  • Azure Engineer
  • Cloud Operations Lead
  • Cloud Consultant
  • Azure Solution Architect
• Join a collaborative, learning-focused culture that values innovation, accountability, and continuous improvement.

🚀 Join SRKK Group and help deliver secure, resilient, and high-performing Azure cloud services that empower customers to achieve their digital transformation goals.