24/7 Incident Response & Production Support Specialist

Silverstreet

Kuala Lumpur

Hybrid

MYR 60,000 - 100,000

Full time

14 days+

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Benefits offered by this job

Hybrid working

Wellness subsidies

Parental leave

Learning and development

Refer a friend program

Job summary

Soprano is seeking an Operations Support Specialist to monitor, maintain, and support production environments globally within a 24/7 framework. You will proactively monitor system health, respond to incidents, restore services, and coordinate escalation with On-Call Ops Manager to ensure service continuity and customer satisfaction.

Ideal candidates have a bachelor’s in IT/Engineering/CS, experience with SQL/Linux, Jira, and familiarity with AWS.

Qualifications

Bachelor’s degree in information technology, engineering, computer science, or related field.
Working knowledge of SQL and querying databases.
Hands-on troubleshooting within Linux environments.
Experience with Jira or similar ticketing platforms.
Understanding of networking fundamentals and cloud exposure (AWS).
Strong written and verbal communication across diverse teams.
Self-motivated, independent with good judgment and initiative.

Responsibilities

Proactively monitor system alerts, assess impact, and triage incidents for timely resolution.
Investigate, troubleshoot, and resolve production incidents per procedures.
Restore services within SLAs, escalating critical issues to On-Call Ops Manager.
Collaborate with global support and engineering teams for seamless coverage.
Participate in a rotating shift, including after-hours coverage.
Create and maintain knowledge base documentation to improve efficiency.