L2 Cloud Engineer

Successful candidate must be comfortable with rotation shifts and weekends as and when required.

Responsibilities

• Proactively monitors the work queues.
• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
• Updates tickets with resolution tasks performed.
• Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner.
• Captures all required and relevant information for immediate resolution.
• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
• Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
• Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift.
• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
• Works with automation teams for effort optimization and automating routine tasks.
• Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc.
• Identifies problems and errors before they impact a client’s service.
• Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting.
• Leads and manages all initial client escalation for operational issues.
• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
• Ensures all changes are carried out with proper change approvals.
• Plans and executes approved maintenance activities.
• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
• May also contribute to / support on project work as and when required.
• May work on implementing and delivering disaster recovery functions and tests.
• Any other ad-hoc duties as assigned by supervisor.

Requirements

Degree in IT or related discipline

Relevant certifications include (but not limited to) -

• CCNP or equivalent certification
• CCNA certification in must, CCNP in Security or PCNSE certification is good to have
• Microsoft Certified: Azure Administrator Associate
• AWS Certified: Solutions Architect Associate
• Veeam Certified Engineer
• VMware certified Professional: DATA Centre Virtualization

• Moderate level years of relevant managed services experience handling cross technology infrastructure.
• Moderate level knowledge in ticketing tools preferably Service Now.
• Moderate level working knowledge of ITIL processes.
• Moderate level experience working with vendors and/or 3rd parties.

For Patch management, focus is on the following –

Patch Management Lifecycle

- Monitoring & Identification

- Track vendor releases (Microsoft,Linux, third-party apps).

- Monitor security bulletins (e.g., CVE,NVD, vendor advisories).

- Assessment & Prioritization

- Evaluate patches for severity(Critical, High, Medium, Low).

- Check compatibility with existing systems.

- Testing & Validation

- Deploy patches in a staging/test environment.

- Verify stability and functionality post-patch.

- Approval & Scheduling

- Coordinate with stakeholders (IT,Security, Business Units).

- Plan deployment during maintenance windows.

Patch Deployment & Automation

- WSUS/SCCM (Windows)

- Ansible/Puppet/Chef(Linux/Cross-platform)

- Ivanti/Ninja RMM (Enterprise patch management)

- Automate patch rollouts where possible.

- Handle manual patching for legacy/critical systems.

Compliance & Reporting

- Ensure systems meet regulatory requirements(e.g., PCI-DSS, HIPAA, NIST).

- Generate patch compliance reports (missing patches, success/failure rates).

- Maintain audit trails for compliance checks.

Troubleshooting & Remediation

- Investigate failed patch deployments.

- Resolve conflicts (e.g., software dependencies, reboot issues).

- Roll back problematic patches if needed.

Vulnerability Management Coordination

- Work with Security/GRC teams to align patching with vulnerability scans (Nessus, Qualys, OpenVAS).

- Prioritize patching based on risk exposure

Interested applicants, please email your resume to Karin Chan Wei Kien

Email: ***email_hidden***

CEI Reg No: R1104584

Recruit Express Pte Ltd

UEN: 199601303W

EA Licence No: 99C4599