Senior Cloud Engineer - Yogyakarta

Tridorian; Kota Yogyakarta; On-site; IDR 497.842.000 - 829.738.000; Full time

Job summary

A multinational cloud services company is looking for a Cloud Support Lead to oversee day-to-day managed services operations. In this role, you will mentor team members, manage shift schedules for 24x7 coverage, and ensure adherence to SLAs while driving continuous improvement in customer satisfaction. The ideal candidate has over 5 years in customer support with strong leadership and communication skills. Fluent English is mandatory, with experience in cloud platforms being a plus.

Qualifications

• 5+ years in customer/technical support with team leadership experience.
• Strong communication and conflict-resolution skills.
• Understanding of cloud platforms and service operations.

Responsibilities

• Lead support team to meet SLAs and manage shift schedules.
• Serve as incident commander for major incidents.
• Implement and refine support processes and drive quality.

Skills

Team leadership

Stakeholder management

Conflict resolution

Fluent English communication

Tools

Ticketing/CRM tools

Monitoring/observability tools

Incident/change/problem management

Job description

The Cloud Support Lead (L3) oversees day‑to‑day managedservices operations for customers across multiple time zones, acts as the final escalation point, and drives continuous improvement. You will mentor analysts and engineers, manage shift coverage and performance metrics, and partner across departments to deliver a seamless customer experience.

The role includes operating in high‑pressure situations and ensuring the team fulfils rotating shift requirements (including occasional midnight/weekend and public‑holiday coverage) while maintaining a 40‑hour/week average across the roster cycle via OT/TOIL governance.

Main responsibilities:
Working alone, or in partnership with the sales, services, and business development teams you will be expected to:

Lead the support team to meet SLAs; manage shift schedules and resource allocation for 24×7 coverage across APAC/EMEA/AMER.

Serve as incident commander for major incidents; run post‑incident reviews and root‑cause analysis; issue clear English‑language comms and RCAs.

Implement and refine support processes, metrics, and reporting; drive quality and customer satisfaction.

Collaborate with engineering, product, and sales to share insights and resolve systemic issues.

Coach and develop team members through 1:1s, training plans, and competency frameworks.

Ensure compliance with 40‑hour/week norms across the roster; approve and track pre‑approved OT/TOIL and shift‑differential allowances per policy.

Qualifications

5+ years in customer/technical support, including team leadership or TL/shift‑lead responsibilities.

Strong stakeholder management, communication, and conflict‑resolution skills.

Proficiency with ticketing/CRM, monitoring/observability, and incident/change/problem management.

Understanding of cloud platforms and modern service‑operations practices.

Fluent English communication (written and spoken) is mandatory; able to lead global incident bridges and stakeholder updates.

Experience running 24×7 operations with rotating shifts (including midnight) and public‑holiday coverage while maintaining 40‑hour/week averages.

Nice to have

ITIL Intermediate/ISO 20000 or project management (PMP/PRINCE2).

Experience leading multi‑site operations across geographies.