Associate Cloud MSP Engineer

Megazone Cloud is looking for a Cloud Managed Services Engineer to join our team in Orange County, CA, USA, to support our customers in North America. As a Megazone Cloud’s Managed Services delivery team member, you will be responsible for ongoing support, handling escalations from the monitoring team, and proactively maintaining our clients' cloud platforms through Managed Services processes, procedures, and tools. As a Cloud Managed Services Engineer, you will be a crucial part of our core team, which is essential to the success of our Managed Services division. Your responsibilities will include:

• Support clients' cloud infrastructure, including responding to escalations from the monitoring team to analyze and resolve incidents for customers’ infrastructure running in AWS or Azure.

• Familiarity with or experience as a Database Administrator (DBA) for database systems, such as Oracle, open-source databases, or cloud-based database solutions (e.g., AWS RDS, AWS Aurora, Azure PaaS DB).

• Communicate ticket status information to all team members and promptly escalate cases to appropriate staff to ensure cases are closed.

• Interact with clients to identify issues, troubleshoot expediently, and follow up on issues via email, ticketing system, and phone calls. Communicate technical problems and solutions with clients in business terms.

• Configure and tune cloud-based tools, managing cost, security, and compliance for clients' environments.

• Basic knowledge of cloud security and compliance controls.

• Create and maintain updated documentation for each client's environment.

• Promote best practices to enhance and improve organizational processes.

• Participate in weekly and monthly discussions with clients to review outstanding issues and changes and discuss proposals for improving the client’s environment.

• Minimum experience: 3 years of experience in infrastructure management or deployment projects, plus 2 years of experience in AWS infrastructure management or deployment projects.

• Participate in on-call rotations and provide off-hours support as needed.

• Korean language ability

• Bachelor’s degree in computer science, Mathematics, or a related field.

• 5-7 years of experience with cloud servers, services, and software, or equivalent sys admin experience with on-prem server and virtualization environments.

• Experience in a 24x7 managed services, hosted service company, or Network Operations Center environment.

• Experience with ITIL processes and associated ITSM systems and service portals for Incident and Change Management.

• Experience with Windows and Linux system administration, supporting and scaling virtual server cloud or on-prem environments, and solving network issues.

• Understanding of sys admin concepts, including but not limited to virtualization, containers, disk storage, encryption, security, network connectivity, firewalls, and load balancers.

• Operational knowledge of scripting languages.

• Client relationship skills and experience managing vendors.

• Ability to work in a fast-paced, rapidly changing environment.

• Strong desire for personal development and learning.

• Delivery-focused with the ability to drive tasks forward and meet demanding deadlines.

• Strong problem investigation and diagnosis skills..