IT Operations Analyst

Accenture Southeast Asia; Cyberjaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Accenture Southeast Asia is seeking a seasoned Cloud Technical Support Specialist in Malaysia to join a global team. You will act as a public cloud expert, handling complex tickets and guiding engineers with first-line resolutions, while building knowledge and best practices.

You will work across platforms like AWS, Azure, Tencent Cloud, or Alibaba Cloud, using Linux/Unix and Windows Server expertise. English and Chinese communication will be key to delivering outstanding service and ensuring

Qualifications

• 7+ years in infrastructure and public cloud support or related areas.
• Familiar with major public cloud platforms (Tencent Cloud, Alibaba Cloud, AWS, Azure).
• Proficient in Linux/Unix and Windows Server with strong troubleshooting.
• Strong TCP/IP, DNS, HTTP/HTTPS, Load Balancing knowledge and troubleshooting.
• Excellent English and Chinese skills to work with a global team.
• Strong service orientation and communication, with good problem analysis.

Responsibilities

• Serve as public cloud technical expert; handle complex tickets and improve first-line resolution.
• Provide real-time technical guidance to team engineers and customers.
• Support after-sales for VIP customer groups.
• Develop and maintain knowledge base; write FAT solutions and docs.
• Identify training needs and help develop training plans.
• Ensure SLA compliance and maintain customer satisfaction.
• Assist in handling P1 and P2 critical cases.
• Participate in 7x24 shift rotations.

Skills

Public Cloud

Linux/Unix

Windows Server

Networking

English & Chinese

Customer Service

SLA Compliance

Teamwork

Education

Bachelor's degree in CS/IT

Tools

Docker

Kubernetes

Job description

THE WORK: Explore new opportunities to contribute actively and independently while becoming a subject matter expert. You will participate in discussions and collaborate to provide thoughtful solutions to work-related challenges. This role will allow you to engage deeply with Cloud Technical Support Specialist, fostering growth and expertise in this dynamic area. We look forward to welcoming your enthusiasm and dedication to making a meaningful impact.

Job Responsibilities

• Serve as a team’s public cloud technical expert, independently handle complex public cloud user tickets, avoid escalation to the backend teams, and improve first-line self-resolution rate.
• Provide real-time technical guidance to team engineers, helping the public cloud first-line support team improve overall technical problem-solving capabilities.
• Provide after-sales cloud service support for VIP customer groups.
• Participate in the construction and maintenance of the knowledge base, write technical documents and FAT solutions, and promote knowledge accumulation and sharing.
• Identify common issues and training needs in first-line public cloud support services and assist in developing training plans.
• Assist the team leader to ensure SLA compliance for first-line public cloud services and maintain customer satisfaction.
• Assist the team in handling P1 and P2 critical cases.
• Participate in 7*24 shift rotation.

Requirements

• Computer Science, information Technology, or related disciplines.
• 7+ years of experience in infrastructure and public cloud technical support, operations, or related areas.
• Familiar with at least one major public cloud platform (e.g., Tencent Cloud, Alibaba Cloud, AWS, Azure) with solid knowledge of cloud architecture fundamentals.
• Proficient in Linux/Unix, windows server operating system with strong system troubleshooting skills and familiar with common command-line tools.
• Familiar with fundamental network support (TCP/IP, DNS, HTTP/HTTPS, Load Balancing, etc.) and able to independently troubleshoot common network issues.
• Excellent Chinese and English listening, speaking, reading, and writing skills; able to work fluently and professionally with global team in both languages.
• Strong service awareness and customer communication skills; excellent problem analysis and logical thinking abilities.
• Strong stress tolerance and teamwork skills.

Nice to have

• Certifications in major public cloud platforms (e.g., AWS Solution Architect Associate/Professional, Azure Administrator/Architect, Alibaba Cloud ACP/ACE, Tencent Cloud TCCA/TCCP/TCCE).
• Experience with ITIL or PMP IT service process.
• Hands-on experience with containerization technologies (Docker, Kubernetes).
• Experience in cross-national team collaboration.