Company Background
The company is a globally recognized cloud infrastructure software company specializing in enterprise cloud platforms, virtualization, hyper-converged infrastructure (HCI), and AI computing solutions. Established in 2015 and backed by one of the world's leading cloud technology providers, the company has been recognized as a Gartner® Representative Vendor for Server Virtualization and ranked among the Top 5 vendors in IDC's China Cloud System Software Market Report.
Working Location
KL Eco City, Mid Valley, KL
Working Mode / Hours
Fully in office; Mon - Fri, 9am - 6.30pm (1.5 hours lunch time)
Job Responsibilities
- Be responsible for writing test and deployment plans for private cloud products, conducting on-site tests and optimizations, completing deployment and delivery, and project acceptance.
- Provide on-site technical training and knowledge transfer to customers, and write operation and maintenance manuals and troubleshooting guides to enhance the capabilities of the customer's operation and maintenance team.
- Be responsible for handling complex faults and hardware issues at customer sites: server and storage hardware replacement, cluster downtime recovery, troubleshooting of software and hardware coupling problems, and diagnosing cloud platform faults in pure internal network environments; and after completing after-sales operation and maintenance and fault handling, write fault reports and conduct fault reporting.
- Provide on-site escort for major customer operations: on-site execution and full-time supervision of high-risk operations such as cloud platform major version upgrades, cluster expansion/migration, disaster recovery drills, and data recovery to ensure business continuity; complete regular inspections of customer cloud platforms, improve customer files, and ensure customer service satisfaction.
- Collaborate with the remote technical support team to complete problem escalation and closure: synchronize on-site troubleshooting progress, jointly formulate solutions, verify the technical solutions provided remotely and feedback the execution results.
- Work with the team to achieve on-site service KPIs (response time, customer satisfaction, first-time resolution rate), and participate in the construction of the internal technical knowledge base.
- Write on-site service cases, hardware compatibility manuals, and on-site operation SOPs to share technical experience.
Job Requirements
- More than 3 years of experience in delivering cloud computing and virtualization-related products, and have independently completed at least 5 enterprise-level private cloud project deliveries.
- Possess a solid foundation in virtualization, storage, networking, and other software and hardware knowledge related to cloud computing.
- Be familiar with Linux system configuration and operation and maintenance, and master Shell and Python scripting programming.
- Be familiar with the operation, deployment, and maintenance of Ceph distributed storage.
- Familiar with mainstream disaster recovery products and technologies such as Veeam, Commvault, NetApp, CDP and dual-active.
- Be familiar with VMware VVF and VCF series products, have on-site technical support experience in hybrid cloud/multi-cloud, and hold the VCP-DCV certification (essential).
- Have basic configuration capabilities for switch products such as Huawei, H3C, and Cisco, and server products such as Huawei, Inspur, HP, and Dell.
- Be fluent in reading, writing, and speaking English and Chinese, and be able to communicate smoothly with the technical and R&D teams.
