Lead Support Engineer – Backup & Recovery (Mandarin)

Oxydata Software Sdn Bhd; Kuala Lumpur; Hybrid; MYR 150,000 - 190,000; Full time

Job summary

Oxydata Software Sdn Bhd in Malaysia is seeking a Lead Commvault Support Engineer – Backup & Recovery (Mandarin Speaker only) to lead hands-on technical operations in enterprise backup, recovery, and DR environments.

The role requires deep Commvault expertise, incident leadership, RCA, and collaboration with customers, engineering, product, and support teams to improve service quality and reliability.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering or related discipline.
• 10+ years of relevant enterprise backup, recovery, or data protection experience.
• Hands-on experience with Commvault Backup & Recovery.
• Experience handling L2/L3 technical escalations and complex production issues.
• Strong knowledge of Windows and Linux in enterprise environments.
• Mandarin speaking/communication skills are mandatory.

Responsibilities

• Provide advanced L2/L3 technical support for Commvault environments.
• Perform hands-on administration, configuration, monitoring, and troubleshooting.
• Lead RCA and implement permanent corrective actions.
• Support disaster recovery planning, testing, and execution.
• Mentor backup and support engineers and guide complex cases.
• Coordinate escalations with engineering and product teams.
• Ensure SLA compliance and customer satisfaction metrics.

Skills

L2/L3 technical support

Hands-on administration

Commvault Backup & Recovery

Root Cause Analysis

Disaster Recovery

Troubleshooting

Mentoring

Customer interaction

Education

Bachelor's degree in Computer Science/IT/Engineering

Tools

Commvault administration

VMware

Hyper-V

Job description

Lead Commvault Support Engineer – Backup & Recovery ( Mandarin Speaker only)

Employment Type: Permanent – Global MNC
Work Location: PJ, Selangor
Work Mode: Hybrid
Compensation: 13-Month Salary + Annual Performance Bonus
Mandarin Speaker only

Role Overview

We are looking for an experienced Lead Commvault Support Engineer – Backup & Recovery with strong current hands‑on technical expertise in enterprise backup, recovery, and disaster recovery environments.

This is not a coordination‑only or Project Manager role. The successful candidate must be technically hands‑on and capable of personally troubleshooting complex Commvault issues, handling critical escalations, performing Root Cause Analysis (RCA), supporting backup and recovery operations, and providing technical leadership to support teams.

The role will also work closely with customers, engineering, infrastructure, product, and support teams to improve service quality, resolve complex technical issues, and drive continuous improvement.

Mandarin communication skills are mandatory for this position due to regular interaction with Mandarin‑speaking stakeholders and technical teams.

Key Responsibilities

Commvault & Backup Technical Support

Provide advanced L2/L3 technical support for enterprise Commvault Backup & Recovery environments.

Perform hands‑on administration, configuration, monitoring, troubleshooting, and optimization of Commvault environments.

Troubleshoot complex backup failures, restore issues, job failures, connectivity issues, performance degradation, storage‑related problems, and infrastructure dependencies.

Configure and manage backup policies, schedules, retention policies, storage targets, media agents, clients, and recovery procedures.

Perform and support data restoration, recovery testing, and disaster recovery activities.

Analyse backup logs, system events, alerts, and infrastructure dependencies to identify the root cause of technical issues.

Support Commvault upgrades, patches, migrations, configuration changes, and environment improvements.

Ensure backup jobs, recovery capabilities, and overall platform health meet agreed operational and business requirements.

Act as a senior technical escalation point for complex Commvault and backup‑related incidents.

Take hands‑on ownership of critical technical issues through investigation, resolution, and closure.

Lead technical troubleshooting during major incidents and service disruptions.

Conduct and lead Root Cause Analysis (RCA) for critical and recurring incidents.

Develop corrective and preventive actions to reduce recurring backup and infrastructure issues.

Coordinate with engineering, product teams, infrastructure teams, and vendors for complex technical escalations.

Track product defects, bugs, technical escalations, and enhancement requests through resolution.

Infrastructure & Disaster Recovery

Support backup and recovery environments across Windows and Linux operating systems.

Troubleshoot backup integrations with VMware, Hyper‑V, storage, networking, databases, and other enterprise infrastructure components.

Support disaster recovery planning, testing, validation, and execution.

Participate in recovery exercises and ensure recovery procedures are technically validated.

Identify infrastructure risks affecting backup availability, recoverability, capacity, and performance.

Support capacity planning, resilience improvements, backup optimization, and platform lifecycle activities.

Technical Leadership & Support Operations

Provide technical guidance and mentoring to backup and support engineers.

Review complex cases and guide team members on troubleshooting and resolution approaches.

Work closely with support, engineering, product, infrastructure, and customer‑facing teams.

Drive technical discussions with internal and external stakeholders.

Monitor and improve operational KPIs including SLA compliance, backup success rates, restore performance, incident resolution, backlog, and customer satisfaction.

Support resource prioritization and technical workload management within the support environment.

Identify opportunities to improve support processes, monitoring, automation, documentation, and operational efficiency.

Drive continuous improvement across backup operations, disaster recovery, monitoring, and technical support.

Develop and maintain technical documentation, troubleshooting guides, SOPs, recovery runbooks, and knowledge articles.

Document RCA findings and lessons learned from major incidents.

Support testing and validation of new product releases, patches, upgrades, and technical enhancements.

Ensure operational activities comply with organizational security standards, audit requirements, data protection policies, and technical procedures.

Mandatory Requirements

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

Minimum 10+ years of relevant experience in enterprise backup, recovery, infrastructure support, or data protection environments.

Strong current hands‑on experience with Commvault Backup & Recovery.

Strong practical experience in Commvault administration, configuration, troubleshooting, backup, and restoration.

Experience supporting complex enterprise backup environments.

Strong understanding of backup, recovery, disaster recovery, retention, replication, and data protection concepts.

Experience handling L2/L3 technical escalations and complex production issues.

Experience performing Root Cause Analysis (RCA) and implementing permanent corrective actions.

Good technical knowledge of Windows and Linux environments.

Experience supporting VMware and/or Hyper‑V environments.

Good understanding of enterprise storage and networking technologies.

Strong troubleshooting and analytical capabilities.

Ability to communicate effectively with customers, technical teams, and senior stakeholders.

Mandarin speaking/communication skills are mandatory due to regular engagement with Mandarin‑speaking stakeholders and technical teams.

Good working proficiency in English.

Preferred / Added Advantage

Experience with additional enterprise backup technologies will be advantageous, including:

Veeam Backup & Replication

Rubrik

SAN / NAS storage

Automation and scripting

Backup platform migrations

Commvault upgrades and implementation projects

Relevant certifications such as Commvault, ITIL, VMware, Microsoft, AWS or Azure would be an added advantage.

We are local 100% Malaysian‑owned MSC status company established in 2006 serving ASEAN region. Our core competencies are in IT Managed Services, Dev/Ops, Outsourcing, Analytics development services, and Microsoft Platform development such as SharePoint, Power Platform, Dynamics CRM, and .NET/Mobile Application development. We help our clients to realize their results through digital transformation using our innovative IT services and software solutions.

We are local 100% Malaysian‑owned MSC status company established in 2006 serving ASEAN region. Our core competencies are in IT Managed Services, Dev/Ops, Outsourcing, Analytics development services, and Microsoft Platform development such as SharePoint, Power Platform, Dynamics CRM, and .NET/Mobile Application development. We help our clients to realize their results through digital transformation using our innovative IT services and software solutions.