Job Description

Support the team in planning, designing, building, deploying, and maintaining Cloud solutions on the on-premises VMware platform (private cloud) and Hyperscaler Cloud Service Providers, e.g., AWS, GCP, Azure, and Huawei Cloud

• Manage and support troubleshooting for any incidents related to Cloud Services (IaaS, OS, Monitoring, Networking, Security) to meet agreed SLAs

• Perform ongoing performance tuning, hardware upgrades, and resource optimization as required

• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, and reviewing system and application logs

• Leverage AI tools (e.g., ChatGPT, Claude, Copilot, Gemini) to assist in log analysis, troubleshooting, documentation, and customer communication drafting

• Design and implement automation and AIOps solutions to reduce manual effort, improve incident detection, and accelerate root cause analysis (e.g., scripting, Infrastructure-as-Code, AI-assisted runbooks)

• Follow TCCTech/LSA operation processes (ISO standards) such as incident, problem and change management that are established within the organization

• Work as part of a team and provide 24x7 support when required

• Onsite support and troubleshooting when required

Qualifications

At least 3 years of hands-on experience in on-premises infrastructure, Cloud operations, system administration, or IT infrastructure support. Experience in 24x7 shift rotation or on-call duty is preferred

• Experience managing on-premises and Cloud Infrastructure (hybrid environments), including:

a. Solid IT infrastructure technical knowledge and hands-on experience b. Experience in infrastructure and system monitoring, including alerting, capacity, and availability management c. Experience in cloud governance such as policy and compliance d. Knowledge of Windows- or Linux-based systems, including hardware, software, networking, and storage e. Troubleshooting skills in production support f. Experience working under ISO standards (e.g., ISO 27001, ISO 20000)

Operations Tools Experience:

a. Hands-on experience with ticketing systems such as ManageEngine ServiceDesk Plus (or similar, e.g., ServiceNow, Jira Service Management)

b. Monitoring & Observability experience with platforms such as Zabbix, Grafana, CloudWatch, Prometheus, or Datadog c. Log management experience with Graylog; experience with ELK Stack (Elasticsearch, Logstash, Kibana) is highly preferred

• Working knowledge of networking fundamentals: VLAN, routing, firewall, VPN, Load Balancer, and DNS

• Experience with Incident, Problem, and Change Management following ITIL practices; able to handle P1/P2 critical incidents with SLA commitments and produce Root Cause Analysis (RCA) reports

• AI & Automation Capabilities: Experience using AI tools (ChatGPT, Claude, Copilot, Gemini) for daily operations, troubleshooting, and documentation; knowledge of or interest in AIOps, prompt engineering basics, and AI-assisted scripting; ability to build automation workflows (Bash/Python/PowerShell, Ansible, Terraform, or similar); familiarity with Cloud Provider AI services (AWS Bedrock, Azure OpenAI, GCP Vertex AI) is an advantage

• Documentation & Customer-facing Skills:

a. Strong technical writing skills - able to produce runbooks, SOPs, RCA reports, architecture diagrams, and operation manuals b. Customer-facing communication - comfortable interacting with enterprise customers via email, phone, meetings, and incident war-rooms; able to explain technical issues clearly to non-technical stakeholders

Mindset & Soft Skills:

a. Initiative, self-supervised, self-motivated, and highly responsible b. Calm under pressure and ownership mindset during high-severity outages c. Willing to continuously learn new cloud services, AI tooling, and operational best practices

• Strong communication skills in Thai and English; service mind, positive thinking and "CAN DO" attitude

• Certification in VMware, Amazon Web Services, Google Cloud Platform, Azure, Huawei Cloud, Linux, or ITIL will be an advantage