24/7 Global Operations Support Specialist

Soprano Design

Kuala Lumpur

Hybrid

MYR 60,000 - 100,000

Full time

10 days ago

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Benefits offered by this job

Hybrid Working

Wellness subsidies

Birthday leave

Employee assistance program

Job summary

Soprano Design is seeking an Operations Support Specialist to monitor production environments, manage escalated tickets, and restore services within SLAs. You will work with global teams to ensure service continuity and high customer satisfaction.

The role suits a technically minded professional who thrives in a fast-paced setting, values problem solving, and is passionate about delivering reliable services and excellent customer experiences. Hybrid work is available where possible.

Qualifications

Bachelor’s degree in information technology, Engineering, Computer Science, or a related discipline.
Working knowledge of SQL and experience querying or navigating databases to investigate and resolve issues.
Hands-on experience troubleshooting and debugging within Linux environments.
Experience using ticketing and issue management platforms such as Jira or similar tools.
Understanding of networking fundamentals and exposure to cloud platforms, preferably AWS.
Strong written and verbal communication skills, with the ability to collaborate effectively across geographically dispersed and culturally diverse teams.
Self-motivated and able to work independently, demonstrating sound judgment and initiative.
Analytical problem-solver with a calm, methodical approach to diagnosing issues in fast-paced and dynamic environments.
Customer-focused mindset with a commitment to delivering high-quality technical support and service.

Responsibilities

Provide Level 2 technical support by proactively monitoring system alerts, assessing impact, and triaging incidents to ensure timely resolution.
Investigate, troubleshoot, and resolve production incidents, customer-reported issues, and escalated support requests in accordance with established operational procedures.
Restore services within agreed Service Level Agreements (SLAs), escalating critical or high-severity incidents promptly to the On-Call Operations Manager and relevant stakeholders.
Collaborate with global support and engineering teams to deliver seamless operational coverage and support business-critical services.
Participate in a rotating shift schedule, including after-hours coverage, as part of a globally distributed team.
Contribute to the 24/7 customer support roster to ensure continuous service availability and a high-quality customer experience.
Create, maintain, and enhance internal and external knowledge base documentation to improve operational efficiency, support consistency, and knowledge sharing across teams.
Identify recurring issues and contribute to continuous improvement initiatives that enhance service reliability, customer satisfaction, and operational processes.