• Develop and implement operational strategies aligned with the company's goals, vision, and industry best practices. • Collaborate with senior leadership to define operational objectives and drive their execution.• Lead, mentor, and inspire a diverse team of system engineers. • Provide guidance, support, and performance management to foster a high-performing and motivated team.• Analyze existing operational processes, identify areas for improvement, and implement solutions to optimize efficiency, productivity, and quality. • Streamline workflows, automate repetitive tasks, and eliminate bottlenecks to enhance operational effectiveness.• Oversee resource allocation, including staffing, budgeting, and equipment procurement, to ensure optimal utilization of resources and support project delivery timelines.• Collaborate with HR and finance departments for resource planning and budget management.• Implement and enhance project management methodologies and tools to effectively plan, execute, and monitor projects. • Work closely with cross-functional teams to ensure timely project delivery, resource allocation, and risk mitigation.• Define Culture Alignment metrics to monitor operational performance. • Implement reporting mechanisms to provide regular updates to senior management on operational efficiency, resource utilization, and project status.

• Maintain and improve cloud infrastructure systems, applications, processes and documentation relied on by the organization.• Maintain and improve CI/CD process• Maintain and improve configuration management & secret management process• Collaborate with product development teams to build secure, reliable, scalable, maintainable and cost-effective cloud infrastructure.• Experiment and learn new and better ways to use the Cloud to deliver business value.• Interact with vendors providing cloud infrastructure and related services.

• Perform monitoring of all systems infrastructure, as well as responding to graph or log anomalies, system alerts via monitoring system, email, SMS, or phone calls, etc.• Responsible for the instalation, configuration, maintenance, and reliable operation of all system infrastucture with integrated automation processes.• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues.• Provide documentation and technical detail using MOP to IT staff for planning and implementing new or upgrades of all systems infrastructure.• Perform or delegate regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures.

• Delivered fast and solutive technical support for curtomer cases through chat, ticketing system, and phone.• Update the company blog with tech tips and tutorials.• Maintain client confidence by keeping their information confidential.• Maintain system functionality by testing computer components.

• Analyzing junior customer support’s service quality. • Planing service’s prosedure improvement.• Researching and solving customer’s common issues.• Collaborate with DevOps team to maintain server uptime.• Researching customer behavior for service improvement.• Training junior customer support.• Prepare accurate and timely reports.• Properly escalate unresolved issues to appropriate internal teams (e.g. Operation and Maintenance team).

• Responsible for planing services improvement with method of procedure (MOP).• Research a solution for customer’s common issues and present research result to Business Development team for further execution.• Delivered fast and solutive technical support for curtomer cases through chat, ticketing system, and phone.• Maintain client confidence by keeping their information confidential.• Maintain system functionality by testing system components such as hardware, software and network.

• Responsible for maintaining the infrastructure of internal network and aplication.• Research new technology related to hosting to be applied in internal infrastructure.• Maintain system functionality by testing system components such as hardware, software and network.

• Delivered fast and solutive technical support for curtomer cases through chat, ticketing system, and phone.• Maintain client confidence by keeping their information confidential.• Collaborate with Operation Maintenance team to maintain server uptime.• Monitoring services status of server and network.• Properly escalate unresolved issues to appropriate internal teams (e.g. Operation and Maintenance team).

• Installing and configuring computer systems.• Diagnosing and solving hardware/software faults.• Logging customer/employee queries.• Managing company’s website.

• Provide friendly and helpful customer service as first point of contact.• Assist Help Desk customers with troubleshooting of device related issues.• Diagnose and solve hardware/software faults.

• Research and identify solutions to software and hardware issues.• Diagnose and troubleshoot technical issues, including account setup and network configuration.• Provide prompt and accurate feedback to customers.